Casino patron engagement system

ABSTRACT

Various embodiments of the present disclosure provide a casino patron engagement system that facilitates engagement among casino employees and casino patrons to engender patron loyalty.

PRIORITY

This application claims priority to and the benefit of U.S. patentapplication Ser. No. 15/672,863, filed on Aug. 9, 2017, which claimspriority to and the benefit of U.S. Provisional Patent Application Ser.No. 62/377,967, filed Aug. 22, 2016, which is now expired, the entirecontents of which are incorporated herein by reference.

COPYRIGHT NOTICE

This document contains material subject to copyright protection. Thecopyright owner does not object to photocopy reproduction of thedocument in the form it appears in the U.S. Patent and Trademark Officerecords, but otherwise reserves all copyright rights.

BACKGROUND

A typical gaming establishment such as a casino routinely offerspatron-engagement promotions and engages in certain patron-engagementactivities to attract new patrons to visit the casino and to engenderpatron loyalty to retain patrons who've already visited.

There is a continuing need for new and improved casino patron engagementsystems that solve these problems.

SUMMARY

Various embodiments of the present disclosure provide a casino patronengagement system that facilitates engagement among casino employees andcasino patrons to engender patron loyalty.

In various embodiments, the casino patron engagement system includesvarious combinations of: (1) a casino management system; (2) a dataanalysis module; (3) a message broker; (4) a patron profile module; (5)a patron engagement campaign management module; (6) a request managementmodule; (7) a location module; (8) a patron intervention campaignmanagement module; and (9) a server, configured to interact with aplurality of electronic gaming machines (EGMs), a plurality of employeemobile devices, and a plurality of patron mobile devices.

In various other embodiments, the casino patron engagement systemincludes a patron engagement campaign management module configured to,responsive to an occurrence of a patron engagement campaigninitialization event for a first casino patron, initialize a patronengagement campaign for the first casino patron and assign a first oneof a plurality of casino employees an engagement task of the patronengagement campaign based at least in part on a location of the firstcasino employee; and a patron intervention campaign management moduleconfigured to, responsive to an occurrence of a patron interventioncampaign initialization event for a second casino patron based on anestimated emotional state of the second casino patron, initialize apatron intervention campaign for the second casino patron and assign asecond one of the plurality of casino employees an intervention task ofthe patron intervention campaign.

In various other embodiments, the casino patron engagement systemincludes a server configured to securely communicate with a casinoemployee mobile device, wherein the casino employee mobile device isloaded with an employee application and configured to search for acasino patron mobile profile beacon that is outputted by a casino patronmobile device of a casino patron, wherein the casino patron mobiledevice is loaded with a casino mobile patron profile application andconfigured to output the patron mobile profile beacon. The server isfurther configured to receive from the casino employee mobile deviceprofile ID data that is obtained by the casino employee mobile device asa result of detecting the patron mobile profile beacon outputted by thecasino patron mobile device. The server is further configured to,responsive to receipt of the profile ID data from the employee mobiledevice, send to the employee mobile device patron profile dataassociated with profile ID data, wherein the patron profile data enablesthe employee application to cause a display device of the employeemobile device to display patron profile information in association withproximity information received from mobile profile beacon to enable theemployee to have information for interaction with the casino patron.

Additional features and advantages are described herein, and will beapparent from, the following Detailed Description and the Figures.

BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is a block diagram of one example embodiment of the casino patronengagement system of the present disclosure.

FIG. 2 is a block diagram of one example embodiment of the server of thecasino patron engagement system of FIG. 1.

FIG. 3 is a block diagram of an example electronic configuration of theEGM of the casino patron engagement system of FIG. 1.

FIGS. 4A and 4B are perspective views of example alternative embodimentsof the EGM of FIG. 3.

FIG. 5 is a block diagram of one example embodiment of the employeemobile device of the casino patron engagement system of FIG. 1.

FIGS. 6A, 6B, 7, 8, 9, 10A, 10B, 10C, 11A, 11B, 12A, and 12B are examplescreenshots of a variety of different interfaces of the employee mobiledevice of FIG. 3 when operating an employee mobile device application.

DETAILED DESCRIPTION

To better understand the present disclosure and its benefits, a briefdescription of various known patron-engagement mechanisms is providedbelow.

One known type of patron-engagement promotion involves a casinoproviding, without charge, patrons (or potential patrons) with monetaryvalue, an item representing monetary value, or a free attempt to winmonetary value or an item representing a monetary value. One such knownpromotion involves the casino sending people vouchers for free game playat the casino, such as a voucher one can redeem for $10 of free play ata video poker gaming machine. Another such known promotion involves thecasino sending people vouchers for free food or drink at the casino,such as a voucher for two free drinks at one of casino's bars orrestaurants. Another such known promotion involves the casino offering afree drawing with casino-funded prizes, such as a weekly drawing with acasino-funded $100 grand prize. Another such known promotion involvesthe casino providing a patron promotional credits based on the patron'sgame play at the casino. The patron can use these promotional creditsfor free game play. Another such known promotion involves the casinoaccumulating points for the player (such as based on game play) andenabling the player to exchange the points for valuable items, such asmerchandise or services.

These known patron-engagement promotions are problematic because theycost the casinos money, which eats into the casinos' operational marginsand budgets. Fierce competition between casinos compounds this problem.As casinos offer better and better promotions to try to attract patrons,the costs of these promotions to the casinos skyrocket.

Another known type of patron-engagement activity involves a humandispatcher assigning casino employees to engage certain patrons, such asVIP patrons, when certain patron-engagement events occur. For instance,when a patron-engagement event occurs for one of these patrons—such asthe patron arriving at the casino and inserting her player tracking cardinto an electronic gaming machine (“EGM”) or the patron losing aspecified amount of money at an EGM—a human dispatcher must recognizethis patron-engagement event and alert the assigned employee-host. Theassigned employee-host can then walk to the patron to greet the patron.

This known type of patron-engagement activity is problematic for avariety of reasons. Using human dispatchers introduces human error intothe process. For instance, the dispatcher may simply misspatron-engagement events that occur. Compounding this is the fact thatthousands or tens of thousands of people may visit a casino in aparticular day. It is extremely difficult if not impossible for humandispatchers to accurately monitor the numerous transactions, game play,and other events that occur for these players for the occurrence ofpatron-engagement events. Compounding this is the fact that the casinomay lose its chance to engage patrons if patron-engagement events aren'trecognized in a timely fashion. For instance, if a patron loses $500 atan EGM—which is an example of a patron-engagement event—and it takes adispatcher 25 minutes to recognize this and dispatch an employee togreet the patron, it's certainly likely that the patron has already leftthe casino. In another example, if a VIP patron arrives at the casinoand sits at a high-limit blackjack table—which is another example of apatron-engagement event—and it takes a dispatcher 45 minutes torecognize this and dispatch an employee to greet the patron, the VIPpatron may already have a bad taste in his or her mouth and feelunderappreciated since it took so long for the casino to welcome him orher.

Not to mention using human dispatchers is also labor intensive—thecasino must employ enough dispatchers to deal with thousands or tens ofthousands of patrons for an around-the-clock operation. Even if thecasino employs enough human dispatchers, it is difficult if nottechnically impossible for the dispatchers to coordinate tens orhundreds of casino employees (or contractors or other service providers)in response to hundreds or thousands of daily patron-engagement events.Unless there is a constant line of communication between each dispatcherand each casino employee—which is practically impossible for all intentsand purposes—the dispatchers do not know exactly where in the casinoeach of the casino employees are located or what each of the casinoemployees are doing at any particular point in time.

Adding to the above problems is the fact that patron-engagementpromotions and activities are usually segmented within the casino intodiverse operational silos. These silos typically operate independentlyso one doesn't know what the other is doing, and vice-versa. The casinotherefore often lacks continuity in its plan to attract new patrons andretain its current patrons.

Further, the above-described customer-engagement promotions andactivities generally don't effectively attract, motivate, or retainMillennial patrons. This is especially problematic given that theMillennial generation is the largest in U.S. history as well assignificant in foreign countries, and its spending power keeps growing.

Various embodiments of the present disclosure provide a technicalsolution to these problems by providing an automated casino patronengagement system that facilitates engagement among casino employees andcasino patrons to engender patron loyalty.

In various embodiments, the casino patron engagement system includes orprovides an automated patron engagement campaign management moduleconfigured to manage, assign, and monitor patron engagement campaigns inreal time. Patron engagement campaigns facilitate and coordinateinteraction between casino employees and high-value casino patrons byelectronically instructing casino employees to perform one or moreengagement tasks with, for, or otherwise related to those high-valuepatrons. For example, when a patron whose coin-in at an EGM is typicallymore than $500 cards-in to an EGM at the casino, when a patron visitsthe casino on her birthday, when a patron visits the casino for thefirst time, when a patron wins a jackpot, when a VIP patron visits thecasino, and/or when a patron experiences a large loss at an EGM, thepatron engagement campaign management module may automaticallyinitialize a patron-engagement campaign and automatically select andassign in real time one or multiple employees to conduct thepatron-engagement campaign by performing different engagement tasks inassociation with that patron.

In certain embodiments, the casino patron engagement system includes apatron intervention campaign management module configured to manage,assign, and monitor patron intervention campaigns. Patron interventioncampaigns encourage casino employees to interact with casino patrons whoare predicted based on data analysis to be unhappy, agitated, orinclined to leave the casino (based on one or more determinations by thepatron intervention campaign management module) by instructing casinoemployees to perform one or more intervention tasks with, for, orotherwise related to those patrons to remediate the patron's negativeexperiences. For instance, when the estimated emotional state of apatron carded-in at an EGM falls below a threshold level (e.g., thepatron is predicted to be unhappy based on data analysis), the patronintervention campaign management module may automatically initialize apatron intervention campaign and automatically select and assign anemployee to conduct the patron-engagement campaign.

The casino patron engagement system of various embodiments of thepresent disclosure manages employee assignments via applicationsinstalled on employees' mobile devices. The application installed oneach mobile device enables the above-described campaign managementsystems to communicate task assignments directly to the employees inreal-time. The application also enables employees to communicate withthe other hardware and modules of the casino patron engagement system,such as to provide patron emotional state estimate data, to activelyseek out and accept tasks for active campaigns, and/or to manuallycreate campaigns or engagement tasks.

The casino patron engagement system of various embodiments of thepresent disclosure provides a technical solution to solve theabove-described problems. In certain embodiments, the casino patronengagement system encourages interaction between employees and patronswithout any monetary outlay by the casino. In other words, the casinopatron engagement system facilitates patron retention via engagement,not providing monetary value. This saves the casino money by foregoingcostly monetary promotions and avoiding competition with other casinos.Alternatively, the casino patron engagement system encouragesinteraction between employees and patrons with some monetary outlay bythe casino, but less than the casino would otherwise outlay withoutemployee—patron interaction. This also saves the casino money.

Also, the use of the employee application encourages employees to takeadvantage of the many opportunities to interact with patrons byproviding on-demand information regarding patrons' moods and unassignedtasks that must be completed for patrons. It also encourages differentemployees to interact with different patrons, and doesn't simply assignparticular employees to particular patrons in perpetuity or extendedperiods of time.

In various embodiments, the casino patron engagement system does notemploy human dispatchers, and thus avoids the human error caused byhuman dispatchers, and reduces various associated labor costs. Thecasino patron engagement system also seamlessly communicates withhundreds or thousands of EGMs and mobile devices (both employee andpatron in certain embodiments) to recognize when patron-engagementevents occur in real time and to dynamically select and assign in realtime employees to conduct campaigns in response to those events.

The casino patron engagement system of various embodiments of thepresent disclosure thus provides one cohesive or integrated systemusable to coordinate substantial patron engagement throughout thecasino, which avoids the problem of several different patron engagementteams working independently of one another.

The present disclosure is described in further detail below where thenumbered headings are included for clarity, and do not limit the scopeof the present disclosure.

1. Hardware and Modules

FIG. 1 is a block diagram of one example embodiment of the casino patronengagement system of the present disclosure. The casino patronengagement system 100 includes: (1) a casino management system 102; (2)a data analysis module 104; (3) a message broker 106; (4) a patronprofile module 108; (5) a patron engagement campaign management module110; (6) a request management module 112; (7) a location module 114; (8)a patron intervention campaign management module 116; (9) a server 118;(10) a plurality of electronic gaming machines (EGMs) 120 a, 120 b, . .. 120 z; and (11) a plurality of employee mobile devices 122 a . . . 122z. In certain embodiments, the casino management system is not part ofthe casino patron engagement system, but is configured to communicatewith the casino patron engagement system.

The casino management system 102 is communicatively connected to thedata analysis module 104 via a suitable electronic network.

The data analysis module 104 is communicatively connected to the messagebroker 106 via a suitable electronic network.

The message broker 106 is communicatively connected to the patronprofile module 108, the patron engagement campaign management module110, the request management module 112, the location module 114, and thepatron intervention campaign management module 116 via a suitableelectronic network to enable these components to communicate with oneanother.

The patron profile module 108 is communicatively connectable to one ormore external data sources 300, such as social networking websites, viaa suitable electronic network.

The server 118 is communicatively connected to: (1) the patron profilemodule 108, the patron engagement campaign management module 110, therequest management module 112, the location module 114, and the patronintervention campaign management module 116 via a suitable electronicnetwork (such as via the message broker 106); (2) the EGMs 120 a, 120 b,. . . 120 z via a suitable electronic network (such as via aRepresentational State Transfer (REST) Application Programming Interface(API)); and (3) the employee mobile devices 122 a . . . 122 z via asuitable electronic network (such as via a REST API).

The server 118 is also communicatively connectable to a plurality ofpatron mobile devices 200 a, 200 b, . . . 200 z via a suitableelectronic network. The patron mobile devices 200 may be any suitablemobile devices configured to wirelessly communicate with the server 118,such as (but not limited to) a mobile phone (e.g., a smart phone, suchas the one described below with respect to FIG. 3), a tablet computingdevice, a personal digital assistant, a wearable computing device (suchas a smartwatch), or a laptop computer.

The electronic network(s) that the hardware and modules use tocommunicate with one another may be any suitable network(s), such as(but not limited to) the Internet, a local area network, a wide areanetwork, a cellular network, or any other suitable wired or wirelessnetwork. Also, the hardware and modules may use any suitable quantity ofnetworks to communicate with one another. For instance, certainhardware/modules may communicate via the Internet while otherscommunicate via a local area network. Further, although not shown inFIG. 1, in various embodiments, any suitable hardware or module of thecasino patron engagement system may communicate directly or indirectlywith any other suitable hardware or module of the casino patronengagement system.

Although the hardware and modules are shown in FIG. 1 as distinctentities, two or more may be combined and used to carry out the variousfunctionalities of the casino patron engagement system.

1.1 Casino Management System

The casino management system 102 is configured to manage casino flooroperation, as is known in the art. For instance, the casino managementsystem 102 may implement or host one or more of the following: (1)casino bonusing, promotions, and sweepstakes; (2) patron management andtracking; (3) EGM accounting, including ticket-in-ticket-out trackingand cashless gaming; (4) mobile applications; (5) visual EGM performancemaps (e.g., interactive maps of the casino floor showing the locationand status of EGMs); (6) cage and table accounting; (7) comp awards andtracking; (8) junket tracking; and (9) marketing. One known casinomanagement system is the IGT ADVANTAGE system (IGT ADVANTAGE is aregistered trademark of IGT Corporation).

Although not shown here for clarity, the casino management system maycommunicatively connect with any suitable hardware or modules of thecasino patron engagement system (e.g., the EGMs) to enable the casinomanagement system to carry out any of its functions.

1.2 Data Analysis Module

The data analysis module 104 is a web-based service configured to: (1)access (or receive) data from different hardware and/or modules of thecasino patron engagement system 100 (including from the casinomanagement system 102); (2) analyze that data; and (3) publish theanalysis results (and/or any other suitable resultant data) to themessage broker 106 so other modules and hardware of the casino patronengagement system 100 can access the analysis results (or resultantdata). For a particular patron, the data analysis module 104 isconfigured to access (or receive) data associated with that patronstored in a database (such as historical data stored in a databasemaintained by the casino management system 102) and/or to receivereal-time or nearly real-time data associated with that patron (such asreal-time or nearly real-time game play data). The data may include anysuitable data such as, but not limited to:

-   -   (1) demographic data, such as (but not limited to): the patron's        player tracking account number, the patron's player tracking        card number, the patron's name, patron's player tracking ranking        or level, any promotional status associated with the patron, the        patron's address, the patron's birthday, the patron's income        level, the patron's marital status, the patron's occupation, the        patron's employer, the patron's interest(s), the patron's        preference(s), the patron's gender, and/or the patron's level of        education;    -   (2) game play data, such as (but not limited to): cumulative        amount of coin-in, amount of coin-in for each gaming session,        average amount of coin-in per gaming session, amount of coin-in        for current gaming session, cumulative amount of coin-out,        amount of coin-out for each gaming session, average amount of        coin-out per gaming session, cumulative gaming length, length of        each gaming session, average gaming session length, current        gaming session length, the outcomes of each game play of each        gaming session, the cumulative amount of money deposited across        all gaming sessions, the amount of money deposited for each        gaming session, the average amount of money deposited per gaming        session, the amount of money deposited for the current gaming        session, a cumulative amount of money won (or lost) across all        gaming sessions, the amount of money won (or lost) for each        gaming session, the average amount of money won (or lost) per        gaming session, the amount of money won (or lost) in the current        gaming session, a cumulative amount of winning outcomes achieved        across all gaming sessions, the amount of winning outcomes        achieved for each gaming session, the average amount of winning        outcomes achieved per gaming session, the amount of winning        outcomes achieved in the current gaming session, a cumulative        amount of losing outcomes achieved across all gaming sessions,        the amount of losing outcomes achieved for each gaming session,        the average amount of losing outcomes achieved per gaming        session, the amount of losing outcomes achieved in the current        gaming session, the patron's current credit balance, and/or the        patron's game play behavior patterns (e.g., how frequently the        patron plays and how much the patron bets);    -   (3) sensor data received from any suitable sensor(s), such as        (but not limited to): motion sensors configured to sense motion        of a patron (such as a patron playing an EGM), eye tracking        sensors configured to track the direction of a patron's gaze        (such as a patron playing an EGM), weight sensors configured to        sense whether a patron is sitting in a chair of an EGM, the        force at which the patron presses the EGM buttons or touch        screen, the speed at which the patron provides inputs to the        EGM, and/or location data (e.g., GPS data);    -   (4) publicly available externally sourced data, such as (but not        limited to): the patron's connections in a social network, the        patron's likes and dislikes, the patron's online presence, the        patron's RSS feed, the patron's blog posts, the patron's        comments posted to websites, and/or any other publicly available        information from the patron obtainable from the Internet;    -   (5) data received from employee mobile devices, such as (but not        limited to): patron emotional state estimate data,        employee-provided comments related the patron, and/or employee        chats with the patron;    -   (6) data received from EGMs, such as (but not limited to):        patron survey results and/or game play data of the patron (e.g.,        that stored by the casino management system 102); and/or    -   (7) data received from patron mobile devices, such as (but not        limited to): patron survey results, patron comments, and/or        patron location data.

The data analysis module 104 is configured to analyze some or all ofthis data and generate one or more of: a campaign opportunity event(e.g., an engagement or intervention event); patron characteristics;patron persona (e.g., user type including behavior pattern, skills,goals, attitudes, and the like); patron estimated emotional state data(e.g., as described below for the patron profile module 108 both thedata analysis module 104 and the patron profile module 108 may updatethe patron estimated emotional state data); patron physical status(e.g., location); patron win/loss (e.g., whether the patron is winningor losing (and how much) over a designated period of time such as duringher visit to the casino); patron special event (e.g., patron's birthday,patron's jackpot win, patron's first visit of the year); patron assetstatus (e.g., the patron's credit balance, current quantity (or cashvalue) of chips, or the patron's account balance); and patron behaviorforecast (e.g., patron is predicted to leave in 30 minutes or after hiscredit balance reaches 0 credits).

While in this example embodiment the data analysis module 104 is aweb-based service, in other embodiments the system includes certainhardware, such as one or more servers, configured to carry out thefunctionality of the data analysis module 104.

1.3 Message Broker

The message broker 106 is a suitable service or a suitable server (orother hardware) configured to facilitate electronic message and datatransfer among the different hardware and modules of the casino patronengagement system 100 (including the casino management system 102). Forinstance, the message broker 106 may operate a publish/subscribeservice, such as that described in U.S. Patent Application PublicationNo. 2014/0155173, the entire contents of which are incorporated hereinby reference.

1.4 Patron Profile Module

The patron profile module 108 is a web-based service configured to: (1)receive or access the analysis results (or other resultant data) fromthe data analysis module 104 and data obtained by the external source(s)300 (and sometimes the casino management system 102); (2) create,update, and maintain a profile for each patron based on the receiveddata; and (3) publish the patron profiles to the message broker 106 soother modules and hardware of the casino patron engagement system 100can access the patron profiles.

Each patron profile includes estimated emotional state data for thecorresponding patron. The estimated emotional state data reflects thepatron's estimated emotional state or mood (e.g., happy, unhappy, orindifferent). The patron profile module 108 is configured to determinethe estimated emotional state data using one or more of the datareceived from the data analysis module 104, such as player win/lossdata, player play pattern data (e.g., frequency of switching EGMs or betfrequency), employee input/comment data for the player, or player inputdata. Certain example manners of determining the estimated emotionalstate data are described in U.S. Pat. No. 8,460,090, the entire contentsof which are incorporated herein by reference. In certain embodiments,the estimated emotional state data is a number from 0 to 10 (or on anyother suitable scale), with 10 reflecting completely happy and 0reflecting completely unhappy. In certain embodiments, the patronprofile module 108 is configured to publish the estimated emotionalstate data for the patrons to the message broker 106 separate from thepatron profiles so other modules and hardware of the casino patronengagement system 100 can access the estimated emotional state dataindependent from the patron profiles.

A patron profile may include, among other things: (1) an image of thepatron; (2) the patron's name; (3) the patron's location in the casino;(4) the patron's estimated emotional state data; (5) any activecampaigns for the patron (described below); (6) any active servicerequests for the patron; (7) patron characteristics; (8) patron persona;(9) patron special event; and/or (10) patron asset status (e.g., rich,poor, generous, stingy).

While in this example embodiment the patron profile module 108 is aweb-based service, in other embodiments the system includes certainhardware, such as one or more servers, configured to carry out thefunctionality of the patron profile module 108.

1.5 Patron Engagement Campaign Management Module and Patron InterventionCampaign Management Module

The patron engagement campaign management module 110 is a web-basedservice configured to electronically manage, assign, and monitor patronengagement campaigns. Patron engagement campaigns facilitate interactionbetween casino employees and high-value casino patrons by instructingcasino employees to physically perform one or more engagement taskswith, for, or otherwise related to those high-value patrons. The patronengagement campaign management module 110 stores or is configured toaccess a patron engagement campaign database that stores a plurality ofdifferent patron engagement campaigns and corresponding patronengagement campaign initialization events. To determine whether toinitialize a patron engagement campaign, the patron engagement campaignmanagement module 110: (1) receives data from one or more modules orhardware of the casino patron engagement system 100—in this exampleembodiment, the data analysis module 104, the patron profile module 108,and the location module 114; and (2) determines whether any of thepatron engagement campaign initialization events occur based on thereceived data. If so, the patron engagement campaign management module110 automatically initializes the corresponding patron engagementcampaign.

The patron intervention campaign management module 116 is a web-basedservice configured to manage, assign, and monitor patron interventioncampaigns. Patron intervention campaigns facilitate interaction betweencasino employees and casino patrons who are unhappy, agitated, orinclined to leave the casino by instructing casino employees to performone or more intervention tasks with, for, or otherwise related to thosepatrons to remediate the patron's negative experiences. The patronintervention campaign management module 116 stores or is configured toaccess a patron intervention campaign database that stores a pluralityof different patron intervention campaigns and corresponding patronintervention campaign initialization events. To determine whether toinitialize a patron intervention campaign, the patron interventioncampaign management module 116: (1) receives data from one or moremodules or hardware of the casino patron engagement system 100—in thisexample embodiment, the data analysis module 104, the patron profilemodule 108, and the location module 114; and (2) determines whether anyof the patron intervention campaign initialization events occur based onthe received data. If so, the patron intervention campaign managementmodule 116 automatically initializes the corresponding patronintervention campaign.

The patron engagement campaigns and patron intervention campaigns arecollectively referred to herein as “campaigns” for brevity.

Each campaign is associated with: (1) an initialization event or eventsthat must occur to initialize the campaign; (2) a priority thatindicates how important the campaign is relative to other campaigns (andenables the casino patron engagement system to prioritize assignment andcompletion of certain campaigns over others); (3) roles for differentemployees; (4) tasks that must be completed to complete the campaign;(5) a task schedule indicating the desired time to complete a taskand/or the order in which tasks should be completed; and (6) visibilityrules defining which employees can see a task and accept the task.

Some example campaign initialization events include (but are not limitedto): a patron with an average coin-in above a threshold cards in at anEGM; a patron with an average coin-in above a threshold arrives at thecasino; a patron wins a particular award (e.g., a jackpot); a patronwins more than a threshold amount during a gaming session; a patronloses more than a threshold amount during a gaming session; a patronwins more than average during a gaming session; a patron loses more thanaverage during a gaming session; a patron is likely to leave the casinoor terminate a gaming session (certain manners of determining whether apatron is likely to terminate a gaming session are described in U.S.Pat. No. 8,834,261, the entire contents of which are incorporated hereinby reference); a patron is likely to cash-out of an EGM; a patron'sestimated emotional state falls below a threshold; a patron's estimatedemotional state rises above a threshold; a patron's gaming sessionexceeds a threshold; a particular time of day arrives; a patron visitsthe casino of a particular day (e.g., the patron's birthday); a patronis on a winning streak of threshold length; a patron is on a losingstreak of a threshold length; a patron is located within a designatedvicinity of one or more employees; a patron has visited the casino atleast a threshold quantity of times within a particular time period(e.g., twice in one week); a patron averages one visit to the casino pera particular time period (e.g., once a week); a patron is upset due tobad casino service; a patron's wedding anniversary; and/or a specialholiday for the patron (e.g., Christmas).

Some example campaign physical tasks include (but are not limited to):greeting the patron, wishing the patron a happy birthday, welcoming thepatron back to the casino, offering the patron complimentary food ordrink, offering to escort the patron to a desired EGM or table game(such as her favorite EGM or he favorite blackjack table), offering thepatron a coupon, offering the patron a comp (such as a free meal at arestaurant in the casino), offering the patron a free play voucher,offering a photography service, and/or offering the patron a celebrationservice.

Table 1 below includes some example campaigns and their correspondingcampaign initialization events and tasks.

Campaign Initialization Event(s) Task(s) Welcome Patron who historicallyaverages In-person greeting $200+ coin-in per gaming session cards in atan EGM VIP Patron who historically averages In-person greeting Welcome$1,000+ coin-in per gaming Buffet comp session cards in at an EGM WhalePatron who historically averages In-person greeting Welcome $10,000+coin-in per gaming Steakhouse comp session cards in at an EGM Hotel roomcomp Big Patron wins $1,000+ at an EGM In-person greeting WinPhotography service Celebration service Hotel room comp Losing Patronloses $500+ during a gaming In-person greeting Session session Buffetcomp Long Patron's gaming session exceeds In-person greeting Session 4hours Hotel room comp Retention Patron who historically cashes outIn-person greeting after $100 coin-in reaches $90 coin-in $10 free playvoucher Unhappy Patron's estimated emotional state In-person greetingPatron falls below 50% Buffet comp

After initializing a campaign, the campaign management moduleelectronically assigns each task in that campaign to a casino employeevia the employee's mobile device, as described below with respect toFIG. 7. The campaign management module determines which employee to whomto assign a particular task based on any suitable information or datasuch as, but not limited to one or more of: (1) the location of theemployees' mobile devices (e.g., the campaign management module is morelikely to assign a task to an employee relatively close to the patron);(2) the quantity of tasks of other campaigns the employees have beenassigned (e.g., the campaign management module is more likely to assigna task to an employee who is assigned a low quantity of tasks comparedto other employees); (3) the types and quantity of identical or similartasks the employees have previously completed (e.g., the campaignmanagement module is more likely to assign a task to an employee who hascompleted a large quantity of similar tasks compared to otheremployees); (4) the employee's patron satisfaction ranking (e.g., thecampaign management module is more likely to assign a task to anemployee with a high patron satisfaction ranking compared to otheremployees); and/or (5) the employee's history with the patron (e.g., thecampaign management module is more likely to assign a task to anemployee who has previously interacted with the patron).

Additionally, after initializing a campaign, the campaign managementmodule monitors the progress of the campaign by communicating with themobile device(s) of the employee(s) assigned the tasks of the campaign.As described below with respect to FIG. 10C, when an employee completesan assigned task, the employee provides a completion input to theemployee's mobile device. The employee's mobile device communicates thereceived completion input to the campaign management module to indicatethat the task has been completed. The campaign management module thenmarks the task as complete. Once all tasks associated with an activecampaign have been completed, the campaign management module marks thecampaign as complete. The campaign management module may store anysuitable information association with the completion of tasks andcampaigns, such as (but not limited to): (1) which employee completedeach task; (2) the time it took to complete each task; (3) the time ittook to complete a campaign; (4) patron feedback; and/or (5) employeefeedback.

While in this example embodiment the campaign management modules areweb-based services, in other embodiments the system includes certainhardware, such as one or more servers, configured to carry out thefunctionality of one or both of the campaign management modules.

1.6 Request Management Module

The request management module 112 is a web-based service configured tomanage, distribute, and track patron service requests.

The request management module 112 monitors for receipt ofpatron-generated service requests (such as those sent via patron mobiledevice, via an EGM, via speaking with a casino employee, etc.) and,responsive to a patron-generated service request, assigns an appropriateemployee to carry out the service request and monitors the status of theservice request (similar to the manner described in U.S. PatentApplication Publication No. 2016/0093135 with respect to floor serviceevents (e.g., broken EGMs), the entire contents of which areincorporated herein by reference).

Although not described in detail above for clarity, the requestmanagement module 112 also integrates with the patron engagementcampaign management module 110 and the patron intervention campaignmanagement module 116 to manage and assign engagement and interventiontasks to employees.

While in this example embodiment the request management module 112 is aweb-based service, in other embodiments the system includes certainhardware, such as one or more servers, configured to carry out thefunctionality of the request management module 112.

1.7 Location Module

The location module 114 is a web-based service configured toelectronically automatically determine and track the locations of theemployee mobile devices 122 and the patron mobile devices 200 (and, byextension, the locations of the employees and patrons carrying thosemobile devices). The location module 114 may do so in any suitablemanner based on data received from the mobile devices, such as by usingGPS coordinates (or other suitable location data) received from themobile devices, via a Wi-Fi-based positioning system (WPS) thatleverages the Wi-Fi interfaces of the mobile devices, via geo-fencingtechnology that leverages the Bluetooth transceivers of the mobiledevices, via magnetic positioning based on magnetometer data receivedfrom the mobile devices, or via any suitable indoor or other positioningsystem. The location module 114 may also rely on data obtained fromsuitable hardware installed in the casinos, such as sensors or cameras.The location module 114 may also rely on a mobile device scanning aparticular code (such as a barcode or a QR code) and sending the code tothe location module 114 (e.g., via the message bus 106), near-fieldcommunication to employee and/or patron mobile devices from a receiverwith a known location, an RFID associated with the employee (e.g., onthe employee's keycard) triggering an RFID sensor, and/or a patronchecking into the casino via the patron mobile device.

While in this example embodiment the location module 114 is a web-basedservice, in other embodiments the system includes certain hardware, suchas one or more servers, configured to carry out the functionality of thelocation service 114.

1.8 Server

The server 118 is configured to facilitate communication and datatransfer between the EGMs 120, the employee mobile devices 122, and thepatron mobile devices 200 and the remainder of the casino patronengagement system 100. As shown in FIG. 2, the server 118 includes: (1)a server processor 118 a; (2) a server memory 118 b; and (3) a servernetwork interface 118 c.

The server processor 118 a is configured to execute program code orinstructions stored on the server memory 118 b to control operation ofthe server 118. The server processor 105 may be a general-purposeprocessor; a content-addressable memory; a digital-signal processor; anapplication-specific integrated circuit; a field-programmable gatearray; any suitable programmable logic device, discrete gate, ortransistor logic; discrete hardware components; or any combination ofthese. The server processor 118 a may be a microprocessor, a controller,a microcontroller, or a state machine. It may also be implemented as acombination of computing devices, such as a combination of a digitalsignal processor and a microprocessor, a plurality of microprocessors,or one or more microprocessors in conjunction with a digital signalprocessor core.

The server memory 118 b is configured to store, maintain, and providedata as needed to support the functionality of the server 118. Forinstance, in various embodiments, the server memory 118 b stores programcode or instructions executable by the server processor 118 a to controloperation of the server 118. The server memory 118 b may be any suitabledata storage device, such as one or more of: (1) volatile memory (e.g.,RAM, which can include non-volatile RAM, magnetic RAM, ferroelectricRAM, and any other suitable forms); (2) non-volatile memory (e.g., diskmemory, FLASH memory, EPROMs, EEPROMs, memristor-based non-volatilesolid-state memory, etc.); (3) unalterable memory (e.g., EPROMs); and(4) read-only memory.

The server network interface 118 c is configured to connect the server118 to a wireless network—such as the Internet, a local area network, ora cellular network—and to facilitate bidirectional communication betweenthe server 118 and other devices connected to that wireless network.

1.9 Electronic Gaming Machines

The plurality of electronic gaming machines (EGMs) 120 a, 120 b, . . .120 z are any of the EGMs described below. FIG. 3 is a block diagram ofan example EGM 1000 and FIGS. 4A and 4B include two different exampleEGMs 2000 a and 2000 b. The EGMs 1000, 2000 a, and 2000 b are merelyexample EGMs, and different EGMs may be implemented using differentcombinations of the components shown in the EGMs 1000, 2000 a, and 2000b.

In these embodiments, the EGM 1000 includes a master gaming controller1012 configured to communicate with and to operate with a plurality ofperipheral devices 1022.

The master gaming controller 1012 includes at least one processor 1010.The at least one processor 1010 is any suitable processing device or setof processing devices, such as a microprocessor, a microcontroller-basedplatform, a suitable integrated circuit, or one or moreapplication-specific integrated circuits (ASICs), configured to executesoftware enabling various configuration and reconfiguration tasks, suchas: (1) communicating with a remote source (such as a server that storesauthentication information or game information) via a communicationinterface 1006 of the master gaming controller 1012; (2) convertingsignals read by an interface to a format corresponding to that used bysoftware or memory of the EGM; (3) accessing memory to configure orreconfigure game parameters in the memory according to indicia read fromthe EGM; (4) communicating with interfaces and the peripheral devices1022 (such as input/output devices); and/or (5) controlling theperipheral devices 1022. In certain embodiments, one or more componentsof the master gaming controller 1012 (such as the at least one processor1010) reside within a housing of the EGM (described below), while inother embodiments at least one component of the master gaming controller1012 resides outside of the housing of the EGM.

The master gaming controller 1012 also includes at least one memorydevice 1016, which includes: (1) volatile memory (e.g., RAM 1009, whichcan include non-volatile RAM, magnetic RAM, ferroelectric RAM, and anyother suitable forms); (2) non-volatile memory 1019 (e.g., disk memory,FLASH memory, EPROMs, EEPROMs, memristor-based non-volatile solid-statememory, etc.); (3) unalterable memory (e.g., EPROMs 1008); (4) read-onlymemory; and/or (5) a secondary memory storage device 1015, such as anon-volatile memory device, configured to store gaming software relatedinformation (the gaming software related information and the memory maybe used to store various audio files and games not currently being usedand invoked in a configuration or reconfiguration). Any other suitablemagnetic, optical, and/or semiconductor memory may operate inconjunction with the EGM disclosed herein. In certain embodiments, theat least one memory device 1016 resides within the housing of the EGM(described below), while in other embodiments at least one component ofthe at least one memory device 1016 resides outside of the housing ofthe EGM.

The at least one memory device 1016 is configured to store, for example:(1) configuration software 1014, such as all the parameters and settingsfor a game playable on the EGM; (2) associations 1018 betweenconfiguration indicia read from an EGM with one or more parameters andsettings; (3) communication protocols configured to enable the at leastone processor 1010 to communicate with the peripheral devices 1022;and/or (4) communication transport protocols (such as TCP/IP, USB,Firewire, IEEE1394, Bluetooth, IEEE 802.11x (IEEE 802.11 standards),hiperlan/2, HomeRF, etc.) configured to enable the EGM to communicatewith local and non-local devices using such protocols. In oneimplementation, the master gaming controller 1012 communicates withother devices using a serial communication protocol. A few non-limitingexamples of serial communication protocols that other devices, such asperipherals (e.g., a bill validator or a ticket printer), may use tocommunicate with the master game controller 1012 include USB, RS-232,and Netplex (a proprietary protocol developed by IGT).

In certain embodiments, the at least one memory device 1016 isconfigured to store program code and instructions executable by the atleast one processor of the EGM to control the EGM. The at least onememory device 1016 of the EGM also stores other operating data, such asimage data, event data, input data, random number generators (RNGs) orpseudo-RNGs, paytable data or information, and/or applicable game rulesthat relate to the play of one or more games on the EGM. In variousembodiments, part or all of the program code and/or the operating datadescribed above is stored in at least one detachable or removable memorydevice including, but not limited to, a cartridge, a disk, a CD ROM, aDVD, a USB memory device, or any other suitable non-transitory computerreadable medium. In certain such embodiments, an operator (such as agaming establishment operator) and/or a player uses such a removablememory device in an EGM to implement at least part of the presentdisclosure. In other embodiments, part or all of the program code and/orthe operating data is downloaded to the at least one memory device ofthe EGM through any suitable data network described above (such as anInternet or intranet).

The at least one memory device 1016 also stores a plurality of devicedrivers 1042. Examples of different types of device drivers includedevice drivers for EGM components and device drivers for the peripheralcomponents 1022. Typically, the device drivers 1042 utilize variouscommunication protocols that enable communication with a particularphysical device. The device driver abstracts the hardware implementationof that device. For example, a device driver may be written for eachtype of card reader that could potentially be connected to the EGM.Non-limiting examples of communication protocols used to implement thedevice drivers include Netplex, USB, Serial, Ethernet 175, Firewire, I/Odebouncer, direct memory map, serial, PCI, parallel, RF, Bluetooth™,near-field communications (e.g., using near-field magnetics), 802.11(WiFi), etc. In one embodiment, when one type of a particular device isexchanged for another type of the particular device, the at least oneprocessor of the EGM loads the new device driver from the at least onememory device to enable communication with the new device. For instance,one type of card reader in the EGM can be replaced with a seconddifferent type of card reader when device drivers for both card readersare stored in the at least one memory device.

In certain embodiments, the software units stored in the at least onememory device 1016 can be upgraded as needed. For instance, when the atleast one memory device 1016 is a hard drive, new games, new gameoptions, new parameters, new settings for existing parameters, newsettings for new parameters, new device drivers, and new communicationprotocols can be uploaded to the at least one memory device 1016 fromthe master game controller 1012 or from some other external device. Asanother example, when the at least one memory device 1016 includes aCD/DVD drive including a CD/DVD configured to store game options,parameters, and settings, the software stored in the at least one memorydevice 1016 can be upgraded by replacing a first CD/DVD with a secondCD/DVD. In yet another example, when the at least one memory device 1016uses flash memory 1019 or EPROM 1008 units configured to store games,game options, parameters, and settings, the software stored in the flashand/or EPROM memory units can be upgraded by replacing one or morememory units with new memory units that include the upgraded software.In another embodiment, one or more of the memory devices, such as thehard drive, may be employed in a game software download process from aremote software server.

In some embodiments, the at least one memory device 1016 also storesauthentication and/or validation components 1044 configured toauthenticate/validate specified EGM components and/or information, suchas hardware components, software components, firmware components,peripheral device components, user input device components, informationreceived from one or more user input devices, information stored in theat least one memory device 1016, etc. Examples of various authenticationand/or validation components are described in U.S. Pat. No. 6,620,047,entitled “Electronic Gaming Apparatus Having Authentication Data Sets,”which is incorporated herein by reference.

In certain embodiments, the peripheral devices 1022 include severaldevice interfaces, such as: (1) at least one output device 1020including at least one display device 1035; (2) at least one inputdevice 1030 (which may include contact and/or non-contact interfaces);(3) at least one transponder 1054; (4) at least one wirelesscommunication component 1056; (5) at least one wired/wireless powerdistribution component 1058; (6) at least one sensor 1060; (7) at leastone data preservation component 1062; (8) at least one motion/gestureanalysis and interpretation component 1064; (9) at least one motiondetection component 1066; (10) at least one portable power source 1068;(11) at least one geolocation module 1076; (12) at least one useridentification module 1077; (13) at least one player/device trackingmodule 1078; and (14) at least one information filtering module 1079.

The at least one output device 1020 includes at least one display device1035 configured to display any game(s) displayed by the EGM and anysuitable information associated with such game(s). In certainembodiments, the display devices are connected to or mounted on ahousing of the EGM (described below). In various embodiments, thedisplay devices serve as digital glass configured to advertise certaingames or other aspects of the gaming establishment in which the EGM islocated. In various embodiments, the EGM includes one or more of thefollowing display devices: (a) a central display device; (b) a playertracking display configured to display various information regarding aplayer's player tracking status (as described below); (c) a secondary orupper display device in addition to the central display device and theplayer tracking display; (d) a credit display configured to display acurrent quantity of credits, amount of cash, account balance, or theequivalent; and (e) a bet display configured to display an amountwagered for one or more plays of one or more games. The example EGM 2000a illustrated in FIG. 4A includes a central display device 2116, aplayer tracking display 2140, a credit display 2120, and a bet display2122. The example EGM 2000 b illustrated in FIG. 4B includes a centraldisplay device 2116, an upper display device 2118, a player trackingdisplay 2140, a credit display 2120, and a bet display 2122.

In various embodiments, the display devices include, without limitation:a monitor, a television display, a plasma display, a liquid crystaldisplay (LCD), a display based on light emitting diodes (LEDs), adisplay based on a plurality of organic light-emitting diodes (OLEDs), adisplay based on polymer light-emitting diodes (PLEDs), a display basedon a plurality of surface-conduction electron-emitters (SEDs), a displayincluding a projected and/or reflected image, or any other suitableelectronic device or display mechanism. In certain embodiments, asdescribed above, the display device includes a touch-screen with anassociated touch-screen controller. The display devices may be of anysuitable sizes, shapes, and configurations.

The display devices of the EGM are configured to display one or moregame and/or non-game images, symbols, and indicia. In certainembodiments, the display devices of the EGM are configured to displayany suitable visual representation or exhibition of the movement ofobjects; dynamic lighting; video images; images of people, characters,places, things, and faces of cards; and the like. In certainembodiments, the display devices of the EGM are configured to displayone or more video reels, one or more video wheels, and/or one or morevideo dice. In other embodiments, certain of the displayed images,symbols, and indicia are in mechanical form. That is, in theseembodiments, the display device includes any electromechanical device,such as one or more rotatable wheels, one or more reels, and/or one ormore dice, configured to display at least one or a plurality of game orother suitable images, symbols, or indicia.

In various embodiments, the at least one output device 1020 includes apayout device. In these embodiments, after the EGM receives an actuationof a cashout device (described below), the EGM causes the payout deviceto provide a payment to the player. In one embodiment, the payout deviceis one or more of: (a) a ticket printer and dispenser configured toprint and dispense a ticket or credit slip associated with a monetaryvalue, wherein the ticket or credit slip may be redeemed for itsmonetary value via a cashier, a kiosk, or other suitable redemptionsystem; (b) a bill dispenser configured to dispense paper currency; (c)a coin dispenser configured to dispense coins or tokens (such as into acoin payout tray); and (d) any suitable combination thereof. The exampleEGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B each include aticket printer and dispenser 2136. Examples of ticket-in ticket-out(TITO) technology are described in U.S. Pat. No. 5,429,361, entitled“Gaming Machine Information, Communication and Display System”; U.S.Pat. No. 5,470,079, entitled “Gaming Machine Accounting and MonitoringSystem”; U.S. Pat. No. 5,265,874, entitled “Cashless Gaming Apparatusand Method”; U.S. Pat. No. 6,729,957, entitled “Gaming Method and HostComputer with Ticket-In/Ticket-Out Capability”; U.S. Pat. No. 6,729,958,entitled “Gaming System with Ticket-In/Ticket-Out Capability”; U.S. Pat.No. 6,736,725, entitled “Gaming Method and Host Computer withTicket-In/Ticket-Out Capability”; U.S. Pat. No. 7,275,991, entitled“Slot Machine with Ticket-In/Ticket-Out Capability”; U.S. Pat. No.6,048,269, entitled “Coinless Slot Machine System and Method”; and U.S.Pat. No. 5,290,003, entitled “Gaming Machine and Coupons,” which areincorporated herein by reference.

In certain embodiments, rather than dispensing bills, coins, or aphysical ticket having a monetary value to the player following receiptof an actuation of the cashout device, the payout device is configuredto cause a payment to be provided to the player in the form of anelectronic funds transfer, such as via a direct deposit into a bankaccount, a casino account, or a prepaid account of the player; via atransfer of funds onto an electronically recordable identification cardor smart card of the player; or via sending a virtual ticket having amonetary value to an electronic device of the player. Examples ofproviding payment using virtual tickets are described in U.S. Pat. No.8,613,659, entitled “Virtual Ticket-In and Ticket-Out on a GamingMachine,” which is incorporated herein by reference.

While any credit balances, any wagers, any values, and any awards aredescribed herein as amounts of monetary credits or currency, one or moreof such credit balances, such wagers, such values, and such awards maybe for non-monetary credits, promotional credits, of player trackingpoints or credits.

In certain embodiments, the at least one output device 1020 is a soundgenerating device controlled by one or more sound cards. In one suchembodiment, the sound generating device includes one or more speakers orother sound generating hardware and/or software configured to generatesounds, such as by playing music for any games or by playing music forother modes of the EGM, such as an attract mode. The example EGMs 2000 aand 2000 b illustrated in FIGS. 4A and 4B each include a plurality ofspeakers 2150. In another such embodiment, the EGM provides dynamicsounds coupled with attractive multimedia images displayed on one ormore of the display devices to provide an audio-visual representation orto otherwise display full-motion video with sound to attract players tothe EGM. In certain embodiments, the EGM displays a sequence of audioand/or visual attraction messages during idle periods to attractpotential players to the EGM. The videos may be customized to provideany appropriate information.

The at least one input device 1030 may include any suitable device thatenables an input signal to be produced and received by the at least oneprocessor 1010 of the EGM.

In one embodiment, the at least one input device 1030 includes a paymentdevice configured to communicate with the at least one processor of theEGM to fund the EGM. In certain embodiments, the payment device includesone or more of: (a) a bill acceptor into which paper money is insertedto fund the EGM; (b) a ticket acceptor into which a ticket or a voucheris inserted to fund the EGM; (c) a coin slot into which coins or tokensare inserted to fund the EGM; (d) a reader or a validator for creditcards, debit cards, or credit slips into which a credit card, debitcard, or credit slip is inserted to fund the EGM; (e) a playeridentification card reader into which a player identification card isinserted to fund the EGM; or (f) any suitable combination thereof. Theexample EGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B eachinclude a combined bill and ticket acceptor 2128 and a coin slot 2126.

In one embodiment, the at least one input device 1030 includes a paymentdevice configured to enable the EGM to be funded via an electronic fundstransfer, such as a transfer of funds from a bank account. In anotherembodiment, the EGM includes a payment device configured to communicatewith a mobile device of a player, such as a mobile phone, a radiofrequency identification tag, or any other suitable wired or wirelessdevice, to retrieve relevant information associated with that player tofund the EGM. Examples of funding an EGM via communication between theEGM and a mobile device (such as a mobile phone) of a player aredescribed in U.S. Patent Application Publication No. 2013/0344942,entitled “Avatar as Security Measure for Mobile Device Use withElectronic Gaming Machine,” which is incorporated herein by reference.When the EGM is funded, the at least one processor determines the amountof funds entered and displays the corresponding amount on a creditdisplay or any other suitable display as described below.

In certain embodiments, the at least one input device 1030 includes atleast one wagering or betting device. In various embodiments, the one ormore wagering or betting devices are each: (1) a mechanical buttonsupported by the housing of the EGM (such as a hard key or aprogrammable soft key), or (2) an icon displayed on a display device ofthe EGM (described below) that is actuatable via a touch screen of theEGM (described below) or via use of a suitable input device of the EGM(such as a mouse or a joystick). One such wagering or betting device isas a maximum wager or bet device that, when actuated, causes the EGM toplace a maximum wager on a play of a game. Another such wagering orbetting device is a repeat bet device that, when actuated, causes theEGM to place a wager that is equal to the previously-placed wager on aplay of a game. A further such wagering or betting device is a bet onedevice that, when actuated, causes the EGM to increase the wager by onecredit. Generally, upon actuation of one of the wagering or bettingdevices, the quantity of credits displayed in a credit meter (describedbelow) decreases by the amount of credits wagered, while the quantity ofcredits displayed in a bet display (described below) increases by theamount of credits wagered.

In various embodiments, the at least one input device 1030 includes atleast one game play activation device. In various embodiments, the oneor more game play initiation devices are each: (1) a mechanical buttonsupported by the housing of the EGM (such as a hard key or aprogrammable soft key), or (2) an icon displayed on a display device ofthe EGM (described below) that is actuatable via a touch screen of theEGM (described below) or via use of a suitable input device of the EGM(such as a mouse or a joystick). After a player appropriately funds theEGM and places a wager, the EGM activates the game play activationdevice to enable the player to actuate the game play activation deviceto initiate a play of a game on the EGM (or another suitable sequence ofevents associated with the EGM). After the EGM receives an actuation ofthe game play activation device, the EGM initiates the play of the game.The example EGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B eachinclude a game play activation device in the form of a game playinitiation button 2132. In other embodiments, the EGM begins game playautomatically upon appropriate funding rather than upon utilization ofthe game play activation device.

In other embodiments, the at least one input device 1030 includes acashout device. In various embodiments, the cashout device is: (1) amechanical button supported by the housing of the EGM (such as a hardkey or a programmable soft key), or (2) an icon displayed on a displaydevice of the EGM (described below) that is actuatable via a touchscreen of the EGM (described below) or via use of a suitable inputdevice of the EGM (such as a mouse or a joystick). When the EGM receivesan actuation of the cashout device from a player and the player has apositive (i.e., greater-than-zero) credit balance, the EGM initiates apayout associated with the player's credit balance. The example EGMs2000 a and 2000 b illustrated in FIGS. 4A and 4B each include a cashoutdevice in the form of a cashout button 2134.

In various embodiments, the at least one input device 1030 includes aplurality of buttons that are programmable by the EGM operator to, whenactuated, cause the EGM to perform particular functions. For instance,such buttons may be hard keys, programmable soft keys, or icons icondisplayed on a display device of the EGM (described below) that areactuatable via a touch screen of the EGM (described below) or via use ofa suitable input device of the EGM (such as a mouse or a joystick). Theexample EGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B eachinclude a plurality of such buttons 2130.

In certain embodiments, the at least one input device 1030 includes atouch-screen coupled to a touch-screen controller or othertouch-sensitive display overlay to enable interaction with any imagesdisplayed on a display device (as described below). One such inputdevice is a conventional touch-screen button panel. The touch-screen andthe touch-screen controller are connected to a video controller. Inthese embodiments, signals are input to the EGM by touching the touchscreen at the appropriate locations.

In embodiments including a player tracking system, as further describedbelow, the at least one input device 1030 includes a card reader incommunication with the at least one processor of the EGM. The exampleEGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B each include acard reader 2138. The card reader is configured to read a playeridentification card inserted into the card reader.

The at least one wireless communication component 1056 includes one ormore communication interfaces having different architectures andutilizing a variety of protocols, such as (but not limited to) 802.11(WiFi); 802.15 (including Bluetooth™); 802.16 (WiMax); 802.22; cellularstandards such as CDMA, CDMA2000, and WCDMA; Radio Frequency (e.g.,RFID); infrared; and Near Field Magnetic communication protocols. The atleast one wireless communication component 1056 transmits electrical,electromagnetic, or optical signals that carry digital data streams oranalog signals representing various types of information.

The at least one wired/wireless power distribution component 1058includes components or devices that are configured to provide power toother devices. For example, in one embodiment, the at least one powerdistribution component 1058 includes a magnetic induction system that isconfigured to provide wireless power to one or more user input devicesnear the EGM. In one embodiment, a user input device docking region isprovided, and includes a power distribution component that is configuredto recharge a user input device without requiring metal-to-metalcontact. In one embodiment, the at least one power distributioncomponent 1058 is configured to distribute power to one or more internalcomponents of the EGM, such as one or more rechargeable power sources(e.g., rechargeable batteries) located at the EGM.

In certain embodiments, the at least one sensor 1060 includes at leastone of: optical sensors, pressure sensors, RF sensors, infrared sensors,image sensors, thermal sensors, and biometric sensors. The at least onesensor 1060 may be used for a variety of functions, such as: detectingmovements and/or gestures of various objects within a predeterminedproximity to the EGM; detecting the presence and/or identity of variouspersons (e.g., players, casino employees, etc.), devices (e.g., userinput devices), and/or systems within a predetermined proximity to theEGM.

The at least one data preservation component 1062 is configured todetect or sense one or more events and/or conditions that, for example,may result in damage to the EGM and/or that may result in loss ofinformation associated with the EGM. Additionally, the data preservationsystem 1062 may be operable to initiate one or more appropriateaction(s) in response to the detection of such events/conditions.

The at least one motion/gesture analysis and interpretation component1064 is configured to analyze and/or interpret information relating todetected player movements and/or gestures to determine appropriateplayer input information relating to the detected player movementsand/or gestures. For example, in one embodiment, the at least onemotion/gesture analysis and interpretation component 1064 is configuredto perform one or more of the following functions: analyze the detectedgross motion or gestures of a player; interpret the player's motion orgestures (e.g., in the context of a casino game being played) toidentify instructions or input from the player; utilize the interpretedinstructions/input to advance the game state; etc. In other embodiments,at least a portion of these additional functions may be implemented at aremote system or device.

The at least one portable power source 1068 enables the EGM to operatein a mobile environment. For example, in one embodiment, the EGM 300includes one or more rechargeable batteries.

The at least one geolocation module 1076 is configured to acquiregeolocation information from one or more remote sources and use theacquired geolocation information to determine information relating to arelative and/or absolute position of the EGM. For example, in oneimplementation, the at least one geolocation module 1076 is configuredto receive GPS signal information for use in determining the position orlocation of the EGM. In another implementation, the at least onegeolocation module 1076 is configured to receive multiple wirelesssignals from multiple remote devices (e.g., EGMs, servers, wirelessaccess points, etc.) and use the signal information to computeposition/location information relating to the position or location ofthe EGM.

The at least one user identification module 1077 is configured todetermine the identity of the current user or current owner of the EGM.For example, in one embodiment, the current user is required to performa login process at the EGM in order to access one or more features.Alternatively, the EGM is configured to automatically determine theidentity of the current user based on one or more external signals, suchas an RFID tag or badge worn by the current user and that provides awireless signal to the EGM that is used to determine the identity of thecurrent user. In at least one embodiment, various security features areincorporated into the EGM to prevent unauthorized users from accessingconfidential or sensitive information.

The at least one information filtering module 1079 is configured toperform filtering (e.g., based on specified criteria) of selectedinformation to be displayed at one or more displays 1035 of the EGM.

In various embodiments, the EGM includes a plurality of communicationports configured to enable the at least one processor of the EGM tocommunicate with and to operate with external peripherals, such as:accelerometers, arcade sticks, bar code readers, bill validators,biometric input devices, bonus devices, button panels, card readers,coin dispensers, coin hoppers, display screens or other displays orvideo sources, expansion buses, information panels, keypads, lights,mass storage devices, microphones, motion sensors, motors, printers,reels, SCSI ports, solenoids, speakers, thumbsticks, ticket readers,touch screens, trackballs, touchpads, wheels, and wireless communicationdevices. U.S. Pat. No. 7,290,072 describes a variety of EGMs includingone or more communication ports that enable the EGMs to communicate andoperate with one or more external peripherals.

As generally described above, in certain embodiments, such as theexample EGMs 2000 a and 2000 b illustrated in FIGS. 4A and 4B, the EGMhas a support structure, housing, or cabinet that provides support for aplurality of the input devices and the output devices of the EGM.Further, the EGM is configured such that a player may operate it whilestanding or sitting. In various embodiments, the EGM is positioned on abase or stand, or is configured as a pub-style tabletop game (not shown)that a player may operate typically while sitting. As illustrated by thedifferent example EGMs 2000 a and 2000 b shown in FIGS. 4A and 4B, EGMsmay have varying housing and display configurations.

In certain embodiments, the EGM is a device that has obtained approvalfrom a regulatory gaming commission, and in other embodiments, the EGMis a device that has not obtained approval from a regulatory gamingcommission.

The EGMs described above are merely three examples of different types ofEGMs. Certain of these example EGMs may include one or more elementsthat may not be included in all EGMs, and these example EGMs may notinclude one or more elements that are included in other EGMs. Forexample, certain EGMs include a coin/bill acceptor while others do not.

1.9.1. Operation of Primary Games and Bonus Games

In various embodiments, an EGM may be implemented in one of a variety ofdifferent configurations. In various embodiments, the EGM may beimplemented as one of: (a) a dedicated EGM in which computerized gameprograms executable by the EGM for controlling any primary or base games(referred to herein as “primary games”) and/or any secondary or bonusgames or other functions (referred to herein as “secondary games”)displayed by the EGM are provided with the EGM before delivery to agaming establishment or before being provided to a player; and (b) achangeable EGM in which computerized game programs executable by the EGMfor controlling any primary games and/or secondary games displayed bythe EGM are downloadable or otherwise transferred to the EGM through adata network or remote communication link; from a USB drive, flashmemory card, or other suitable memory device; or in any other suitablemanner after the EGM is physically located in a gaming establishment orafter the EGM is provided to a player.

As generally explained above, in various embodiments in which the gamingsystem includes a central controller and a changeable EGM, the at leastone memory device of the central controller stores different gameprograms and instructions executable by the at least one processor ofthe changeable EGM to control one or more primary games and/or secondarygames displayed by the changeable EGM. More specifically, each suchexecutable game program represents a different game or a different typeof game that the at least one changeable EGM is configured to operate.In one example, certain of the game programs are executable by thechangeable EGM to operate games having the same or substantially thesame game play but different paytables. In different embodiments, eachexecutable game program is associated with a primary game, a secondarygame, or both. In certain embodiments, an executable game program isexecutable by the at least one processor of the at least one changeableEGM as a secondary game to be played simultaneously with a play of aprimary game (which may be downloaded to or otherwise stored on the atleast one changeable EGM), or vice versa.

In operation of such embodiments, the central controller is configuredto communicate one or more of the stored executable game programs to theat least one processor of the changeable EGM. In different embodiments,a stored executable game program is communicated or delivered to the atleast one processor of the changeable EGM by: (a) embedding theexecutable game program in a device or a component (such as a microchipto be inserted into the changeable EGM); (b) writing the executable gameprogram onto a disc or other media; or (c) uploading or streaming theexecutable game program over a data network (such as a dedicated datanetwork). After the executable game program is communicated from thecentral controller to the changeable EGM, the at least one processor ofthe changeable EGM executes the executable game program to enable theprimary game and/or the secondary game associated with that executablegame program to be played using the display device(s) and/or the inputdevice(s) of the changeable EGM. That is, when an executable gameprogram is communicated to the at least one processor of the changeableEGM, the at least one processor of the changeable EGM changes the gameor the type of game that may be played using the changeable EGM.

In certain embodiments, the gaming system randomly determines any gameoutcome(s) (such as a win outcome) and/or award(s) (such as a quantityof credits to award for the win outcome) for a play of a primary gameand/or a play of a secondary game based on probability data. In certainsuch embodiments, this random determination is provided throughutilization of an RNG, such as a true RNG or a pseudo RNG, or any othersuitable randomization process. In one such embodiment, each gameoutcome or award is associated with a probability, and the gaming systemgenerates the game outcome(s) and/or the award(s) to be provided basedon the associated probabilities. In these embodiments, since the gamingsystem generates game outcomes and/or awards randomly or based on one ormore probability calculations, there is no certainty that the gamingsystem will ever provide any specific game outcome and/or award.

In certain embodiments, the gaming system maintains one or morepredetermined pools or sets of predetermined game outcomes and/orawards. In certain such embodiments, upon generation or receipt of agame outcome and/or award request, the gaming system independentlyselects one of the predetermined game outcomes and/or awards from theone or more pools or sets. The gaming system flags or marks the selectedgame outcome and/or award as used. Once a game outcome or an award isflagged as used, it is prevented from further selection from itsrespective pool or set; that is, the gaming system does not select thatgame outcome or award upon another game outcome and/or award request.The gaming system provides the selected game outcome and/or award.Examples of this type of award evaluation are described in U.S. Pat. No.7,470,183, entitled “Finite Pool Gaming Method and Apparatus”; U.S. Pat.No. 7,563,163, entitled “Gaming Device Including Outcome Pools forProviding Game Outcomes”; U.S. Pat. No. 7,833,092, entitled “Method andSystem for Compensating for Player Choice in a Game of Chance”; U.S.Pat. No. 8,070,579, entitled “Bingo System with Downloadable CommonPatterns”; and U.S. Pat. No. 8,398,472, entitled “Central DeterminationPoker Game,” which are incorporated herein by reference.

In certain embodiments, the gaming system determines a predeterminedgame outcome and/or award based on the results of a bingo, keno, orlottery game. In certain such embodiments, the gaming system utilizesone or more bingo, keno, or lottery games to determine the predeterminedgame outcome and/or award provided for a primary game and/or a secondarygame. The gaming system is provided or associated with a bingo card.Each bingo card consists of a matrix or array of elements, wherein eachelement is designated with separate indicia. After a bingo card isprovided, the gaming system randomly selects or draws a plurality of theelements. As each element is selected, a determination is made as towhether the selected element is present on the bingo card. If theselected element is present on the bingo card, that selected element onthe provided bingo card is marked or flagged. This process of selectingelements and marking any selected elements on the provided bingo cardscontinues until one or more predetermined patterns are marked on one ormore of the provided bingo cards. After one or more predeterminedpatterns are marked on one or more of the provided bingo cards, gameoutcome and/or award is determined based, at least in part, on theselected elements on the provided bingo cards. Examples of this type ofaward determination are described in U.S. Pat. No. 7,753,774, entitled“Using Multiple Bingo Cards to Represent Multiple Slot Paylines andOther Class III Game Options”; U.S. Pat. No. 7,731,581, entitled“Multi-Player Bingo Game with Multiple Alternative Outcome Displays”;U.S. Pat. No. 7,955,170, entitled “Providing Non-Bingo Outcomes for aBingo Game”; U.S. Pat. No. 8,070,579, entitled “Bingo System withDownloadable Common Patterns”; and U.S. Pat. No. 8,500,538, entitled“Bingo Gaming System and Method for Providing Multiple Outcomes fromSingle Bingo Pattern,” which are incorporated herein by reference.

In certain embodiments in which the gaming system includes a centralcontroller and an EGM, the EGM is configured to communicate with thecentral controller for monitoring purposes only. In such embodiments,the EGM determines the game outcome(s) and/or award(s) to be provided inany of the manners described above, and the central controller monitorsthe activities and events occurring on the EGM. In one such embodiment,the gaming system includes a real-time or online accounting and gaminginformation system configured to communicate with the centralcontroller. In this embodiment, the accounting and gaming informationsystem includes: (a) a player database configured to store playerprofiles, (b) a player tracking module configured to track players (asdescribed below), and (c) a credit system configured to provideautomated transactions. Examples of such accounting systems aredescribed in U.S. Pat. No. 6,913,534, entitled “Gaming Machine Having aLottery Game and Capability for Integration with Gaming DeviceAccounting System and Player Tracking System,” and U.S. Pat. No.8,597,116, entitled “Virtual Player Tracking and Related Services,”which are incorporated herein by reference.

As noted above, in various embodiments, the gaming system includes oneor more executable game programs executable by at least one processor ofthe gaming system to provide one or more primary games and one or moresecondary games. The primary game(s) and the secondary game(s) maycomprise any suitable games and/or wagering games, such as, but notlimited to: electro-mechanical or video slot or spinning reel typegames; video card games such as video draw poker, multi-hand video drawpoker, other video poker games, video blackjack games, and videobaccarat games; video keno games; video bingo games; and video selectiongames.

In certain embodiments in which the primary game is a slot or spinningreel type game, the gaming system includes one or more reels in eitheran electromechanical form with mechanical rotating reels or in a videoform with simulated reels and movement thereof. Each reel displays aplurality of indicia or symbols, such as bells, hearts, fruits, numbers,letters, bars, or other images that typically correspond to a themeassociated with the gaming system. In certain such embodiments, thegaming system includes one or more paylines associated with the reels.The example EGM 2000 b shown in FIG. 4B includes a payline 1152 and aplurality of reels 1154. In certain embodiments, one or more of thereels are independent reels or unisymbol reels. In such embodiments,each independent reel generates and displays one symbol.

In various embodiments, one or more of the paylines is horizontal,vertical, circular, diagonal, angled, or any suitable combinationthereof. In other embodiments, each of one or more of the paylines isassociated with a plurality of adjacent symbol display areas on arequisite number of adjacent reels. In one such embodiment, one or morepaylines are formed between at least two symbol display areas that areadjacent to each other by either sharing a common side or sharing acommon corner (i.e., such paylines are connected paylines). The gamingsystem enables a wager to be placed on one or more of such paylines toactivate such paylines. In other embodiments in which one or morepaylines are formed between at least two adjacent symbol display areas,the gaming system enables a wager to be placed on a plurality of symboldisplay areas, which activates those symbol display areas.

In various embodiments, the gaming system provides one or more awardsafter a spin of the reels when specified types and/or configurations ofthe indicia or symbols on the reels occur on an active payline orotherwise occur in a winning pattern, occur on the requisite number ofadjacent reels, and/or occur in a scatter pay arrangement.

In certain embodiments, the gaming system employs a ways to win awarddetermination. In these embodiments, any outcome to be provided isdetermined based on a number of associated symbols that are generated inactive symbol display areas on the requisite number of adjacent reels(i.e., not on paylines passing through any displayed winning symbolcombinations). If a winning symbol combination is generated on thereels, one award for that occurrence of the generated winning symbolcombination is provided. Examples of ways to win award determinationsare described in U.S. Pat. No. 8,012,011, entitled “Gaming Device andMethod Having Independent Reels and Multiple Ways of Winning”; U.S. Pat.No. 8,241,104, entitled “Gaming Device and Method Having DesignatedRules for Determining Ways To Win”; and U.S. Pat. No. 8,430,739,entitled “Gaming System and Method Having Wager Dependent DifferentSymbol Evaluations,” which are incorporated herein by reference.

In various embodiments, the gaming system includes a progressive award.Typically, a progressive award includes an initial amount and anadditional amount funded through a portion of each wager placed toinitiate a play of a primary game. When one or more triggering eventsoccurs, the gaming system provides at least a portion of the progressiveaward. After the gaming system provides the progressive award, an amountof the progressive award is reset to the initial amount and a portion ofeach subsequent wager is allocated to the next progressive award.Examples of progressive gaming systems are described in U.S. Pat. No.7,585,223, entitled “Server Based Gaming System Having MultipleProgressive Awards”; U.S. Pat. No. 7,651,392, entitled “Gaming DeviceSystem Having Partial Progressive Payout”; U.S. Pat. No. 7,666,093,entitled “Gaming Method and Device Involving Progressive Wagers”; U.S.Pat. No. 7,780,523, entitled “Server Based Gaming System Having MultipleProgressive Awards”; and U.S. Pat. No. 8,337,298, entitled “GamingDevice Having Multiple Different Types of Progressive Awards,” which areincorporated herein by reference

As generally noted above, in addition to providing winning credits orother awards for one or more plays of the primary game(s), in variousembodiments the gaming system provides credits or other awards for oneor more plays of one or more secondary games. The secondary gametypically enables an award to be obtained addition to any award obtainedthrough play of the primary game(s). The secondary game(s) typicallyproduces a higher level of player excitement than the primary game(s)because the secondary game(s) provides a greater expectation of winningthan the primary game(s) and is accompanied with more attractive orunusual features than the primary game(s). The secondary game(s) may beany type of suitable game, either similar to or completely differentfrom the primary game.

In various embodiments, the gaming system automatically provides orinitiates the secondary game upon the occurrence of a triggering eventor the satisfaction of a qualifying condition. In other embodiments, thegaming system initiates the secondary game upon the occurrence of thetriggering event or the satisfaction of the qualifying condition andupon receipt of an initiation input. In certain embodiments, thetriggering event or qualifying condition is a selected outcome in theprimary game(s) or a particular arrangement of one or more indicia on adisplay device for a play of the primary game(s), such as a “BONUS”symbol appearing on three adjacent reels along a payline following aspin of the reels for a play of the primary game. In other embodiments,the triggering event or qualifying condition occurs based on a certainamount of game play (such as number of games, number of credits, amountof time) being exceeded, or based on a specified number of points beingearned during game play. Any suitable triggering event or qualifyingcondition or any suitable combination of a plurality of differenttriggering events or qualifying conditions may be employed.

In other embodiments, at least one processor of the gaming systemrandomly determines when to provide one or more plays of one or moresecondary games. In one such embodiment, no apparent reason is providedfor providing the secondary game. In this embodiment, qualifying for asecondary game is not triggered by the occurrence of an event in anyprimary game or based specifically on any of the plays of any primarygame. That is, qualification is provided without any explanation or,alternatively, with a simple explanation. In another such embodiment,the gaming system determines qualification for a secondary game at leastpartially based on a game triggered or symbol triggered event, such asat least partially based on play of a primary game.

In various embodiments, after qualification for a secondary game hasbeen determined, the secondary game participation may be enhancedthrough continued play on the primary game. Thus, in certainembodiments, for each secondary game qualifying event, such as asecondary game symbol, that is obtained, a given number of secondarygame wagering points or credits is accumulated in a “secondary gamemeter” configured to accrue the secondary game wagering credits orentries toward eventual participation in the secondary game. In one suchembodiment, the occurrence of multiple such secondary game qualifyingevents in the primary game results in an arithmetic or exponentialincrease in the number of secondary game wagering credits awarded. Inanother such embodiment, any extra secondary game wagering credits maybe redeemed during the secondary game to extend play of the secondarygame.

In certain embodiments, no separate entry fee or buy-in for thesecondary game is required. That is, entry into the secondary gamecannot be purchased; rather, in these embodiments entry must be won orearned through play of the primary game, thereby encouraging play of theprimary game. In other embodiments, qualification for the secondary gameis accomplished through a simple “buy-in.” For example, qualificationthrough other specified activities is unsuccessful, payment of a fee orplacement of an additional wager “buys-in” to the secondary game. Incertain embodiments, a separate side wager must be placed on thesecondary game or a wager of a designated amount must be placed on theprimary game to enable qualification for the secondary game. In theseembodiments, the secondary game triggering event must occur and the sidewager (or designated primary game wager amount) must have been placedfor the secondary game to trigger.

In various embodiments in which the gaming system includes a pluralityof EGMs, the EGMs are configured to communicate with one another toprovide a group gaming environment. In certain such embodiments, theEGMs enable players of those EGMs to work in conjunction with oneanother, such as by enabling the players to play together as a team orgroup, to win one or more awards. In other such embodiments, the EGMsenable players of those EGMs to compete against one another for one ormore awards. In one such embodiment, the EGMs enable the players ofthose EGMs to participate in one or more gaming tournaments for one ormore awards. Examples of group gaming systems are described in U.S. Pat.No. 8,070,583, entitled “Server Based Gaming System and Method forSelectively Providing One or More Different Tournaments”; U.S. Pat. No.8,500,548, entitled “Gaming System and Method for Providing TeamProgressive Awards”; and U.S. Pat. No. 8,562,423, entitled “Method andApparatus for Rewarding Multiple Game Players for a Single Win,” whichare incorporated herein by reference.

In various embodiments, the gaming system includes one or more playertracking systems. Such player tracking systems enable operators of thegaming system (such as casinos or other gaming establishments) torecognize the value of customer loyalty by identifying frequentcustomers and rewarding them for their patronage. Such a player trackingsystem is configured to track a player's gaming activity. In one suchembodiment, the player tracking system does so through the use of playertracking cards. In this embodiment, a player is issued a playeridentification card that has an encoded player identification numberthat uniquely identifies the player. When the player's playing trackingcard is inserted into a card reader of the gaming system to begin agaming session, the card reader reads the player identification numberoff the player tracking card to identify the player. The gaming systemtimely tracks any suitable information or data relating to theidentified player's gaming session. The gaming system also timely trackswhen the player tracking card is removed to conclude play for thatgaming session. In another embodiment, rather than requiring insertionof a player tracking card into the card reader, the gaming systemutilizes one or more portable devices, such as a mobile phone, a radiofrequency identification tag, or any other suitable wireless device, totrack when a gaming session begins and ends. In another embodiment, thegaming system utilizes any suitable biometric technology or tickettechnology to track when a gaming session begins and ends.

In such embodiments, during one or more gaming sessions, the gamingsystem tracks any suitable information or data, such as any amountswagered, average wager amounts, and/or the time at which these wagersare placed. In different embodiments, for one or more players, theplayer tracking system includes the player's account number, theplayer's card number, the player's first name, the player's surname, theplayer's preferred name, the player's player tracking ranking, anypromotion status associated with the player's player tracking card, theplayer's address, the player's birthday, the player's anniversary, theplayer's recent gaming sessions, or any other suitable data. In variousembodiments, such tracked information and/or any suitable featureassociated with the player tracking system is displayed on a playertracking display. In various embodiments, such tracked informationand/or any suitable feature associated with the player tracking systemis displayed via one or more service windows that are displayed on thecentral display device and/or the upper display device. Examples ofplayer tracking systems are described in U.S. Pat. No. 6,722,985,entitled “Universal Player Tracking System”; U.S. Pat. No. 6,908,387,entitled “Player Tracking Communication Mechanisms in a Gaming Machine”;U.S. Pat. No. 7,311,605, entitled “Player Tracking Assembly for CompletePatron Tracking for Both Gaming and Non-Gaming Casino Activity”; U.S.Pat. No. 7,611,411, entitled “Player Tracking Instruments HavingMultiple Communication Modes”; U.S. Pat. No. 7,617,151, entitled“Alternative Player Tracking Techniques”; and U.S. Pat. No. 8,057,298,entitled “Virtual Player Tracking and Related Services,” which areincorporated herein by reference.

1.9.2 Differentiating EGMs from General Purpose Computing Devices

Certain of the gaming systems described herein, such as EGMs located ina casino or another gaming establishment, include certain componentsand/or are configured to operate in certain manners that differentiatethese systems from general purpose computing devices, i.e., certainpersonal gaming devices such as desktop computers and laptop computers.

For instance, EGMs are highly regulated to ensure fairness and, in manycases, EGMs are configured to award monetary awards up to multiplemillions of dollars. To satisfy security and regulatory requirements ina gaming environment, hardware and/or software architectures areimplemented in EGMs that differ significantly from those of generalpurpose computing devices. For purposes of illustration, a descriptionof EGMs relative to general purpose computing devices and some examplesof these additional (or different) hardware and/or softwarearchitectures found in EGMs are described below.

At first glance, one might think that adapting general purpose computingdevice technologies to the gaming industry and EGMs would be a simpleproposition because both general purpose computing devices and EGMsemploy processors that control a variety of devices. However, due to atleast: (1) the regulatory requirements placed on EGMs, (2) the harshenvironment in which EGMs operate, (3) security requirements, and (4)fault tolerance requirements, adapting general purpose computing devicetechnologies to EGMs can be quite difficult. Further, techniques andmethods for solving a problem in the general purpose computing deviceindustry, such as device compatibility and connectivity issues, mightnot be adequate in the gaming industry. For instance, a fault or aweakness tolerated in a general purpose computing device, such assecurity holes in software or frequent crashes, is not tolerated in anEGM because in an EGM these faults can lead to a direct loss of fundsfrom the EGM, such as stolen cash or loss of revenue when the EGM is notoperating properly or when the random outcome determination ismanipulated.

Certain differences between general purpose computing devices and EGMsare described below. A first difference between EGMs and general purposecomputing devices is that EGMs are state-based systems. A state-basedsystem stores and maintains its current state in a non-volatile memorysuch that, in the event of a power failure or other malfunction, thestate-based system can return to that state when the power is restoredor the malfunction is remedied. For instance, for a state-based EGM, ifthe EGM displays an award for a game of chance but the power to the EGMfails before the EGM provides the award to the player, the EGM storesthe pre-power failure state in a non-volatile memory, returns to thatstate upon restoration of power, and provides the award to the player.This requirement affects the software and hardware design on EGMs.General purpose computing devices are not state-based machines, and amajority of data is usually lost when a malfunction occurs on a generalpurpose computing device.

A second difference between EGMs and general purpose computing devicesis that, for regulatory purposes, the software on the EGM utilized tooperate the EGM has been designed to be static and monolithic to preventcheating by the operator of the EGM. For instance, one solution that hasbeen employed in the gaming industry to prevent cheating and to satisfyregulatory requirements has been to manufacture an EGM that can use aproprietary processor running instructions to provide the game of chancefrom an EPROM or other form of non-volatile memory. The codinginstructions on the EPROM are static (non-changeable) and must beapproved by a gaming regulators in a particular jurisdiction andinstalled in the presence of a person representing the gamingjurisdiction. Any changes to any part of the software required togenerate the game of chance, such as adding a new device driver used tooperate a device during generation of the game of chance, can requireburning a new EPROM approved by the gaming jurisdiction and reinstallingthe new EPROM on the EGM in the presence of a gaming regulator.Regardless of whether the EPROM solution is used, to gain approval inmost gaming jurisdictions, an EGM must demonstrate sufficient safeguardsthat prevent an operator or a player of an EGM from manipulating theEGM's hardware and software in a manner that gives him an unfair, and insome cases illegal, advantage.

A third difference between EGMs and general purpose computing devices isauthentication—EGMs storing code are configured to authenticate the codeto determine if the code is unaltered before executing the code. If thecode has been altered, the EGM prevents the code from being executed.The code authentication requirements in the gaming industry affect bothhardware and software designs on EGMs. Certain EGMs use hash functionsto authenticate code. For instance, one EGM stores game program code, ahash function, and an authentication hash (which may be encrypted).Before executing the game program code, the EGM hashes the game programcode using the hash function to obtain a result hash and compares theresult hash to the authentication hash. If the result hash matches theauthentication hash, the EGM determines that the game program code isvalid and executes the game program code. If the result hash does notmatch the authentication hash, the EGM determines that the game programcode has been altered (i.e., may have been tampered with) and preventsexecution of the game program code. Examples of EGM code authenticationare described in U.S. Pat. No. 6,962,530, entitled “Authentication in aSecure Computerized Gaming System”; U.S. Pat. No. 7,043,641, entitled“Encryption in a Secure Computerized Gaming System”; U.S. Pat. No.7,201,662, entitled “Method and Apparatus for Software Authentication”;and U.S. Pat. No. 8,627,097, entitled “System and Method EnablingParallel Processing of Hash Functions Using Authentication CheckpointHashes,” which are incorporated herein by reference.

A fourth difference between EGMs and general purpose computing devicesis that EGMs have unique peripheral device requirements that differ fromthose of a general purpose computing device, such as peripheral devicesecurity requirements not usually addressed by general purpose computingdevices. For instance, monetary devices, such as coin dispensers, billvalidators, and ticket printers and computing devices that are used togovern the input and output of cash or other items having monetary value(such as tickets) to and from an EGM have security requirements that arenot typically addressed in general purpose computing devices. Therefore,many general purpose computing device techniques and methods developedto facilitate device connectivity and device compatibility do notaddress the emphasis placed on security in the gaming industry.

To address some of the issues described above, a number ofhardware/software components and architectures are utilized in EGMs thatare not typically found in general purpose computing devices. Thesehardware/software components and architectures, as described below inmore detail, include but are not limited to watchdog timers, voltagemonitoring systems, state-based software architecture and supportinghardware, specialized communication interfaces, security monitoring, andtrusted memory.

Certain EGMs use a watchdog timer to provide a software failuredetection mechanism. In a normally-operating EGM, the operating softwareperiodically accesses control registers in the watchdog timer subsystemto “re-trigger” the watchdog. Should the operating software fail toaccess the control registers within a preset timeframe, the watchdogtimer will timeout and generate a system reset. Typical watchdog timercircuits include a loadable timeout counter register to enable theoperating software to set the timeout interval within a certain range oftime. A differentiating feature of some circuits is that the operatingsoftware cannot completely disable the function of the watchdog timer.In other words, the watchdog timer always functions from the time poweris applied to the board.

Certain EGMs use several power supply voltages to operate portions ofthe computer circuitry. These can be generated in a central power supplyor locally on the computer board. If any of these voltages falls out ofthe tolerance limits of the circuitry they power, unpredictableoperation of the EGM may result. Though most modern general purposecomputing devices include voltage monitoring circuitry, these types ofcircuits only report voltage status to the operating software. Out oftolerance voltages can cause software malfunction, creating a potentialuncontrolled condition in the general purpose computing device. CertainEGMs have power supplies with relatively tighter voltage margins thanthat required by the operating circuitry. In addition, the voltagemonitoring circuitry implemented in certain EGMs typically has twothresholds of control. The first threshold generates a software eventthat can be detected by the operating software and an error conditionthen generated. This threshold is triggered when a power supply voltagefalls out of the tolerance range of the power supply, but is stillwithin the operating range of the circuitry. The second threshold is setwhen a power supply voltage falls out of the operating tolerance of thecircuitry. In this case, the circuitry generates a reset, haltingoperation of the EGM.

As described above, certain EGMs are state-based machines. Differentfunctions of the game provided by the EGM (e.g., bet, play, result,points in the graphical presentation, etc.) may be defined as a state.When the EGM moves a game from one state to another, the EGM storescritical data regarding the game software in a custom non-volatilememory subsystem. This ensures that the player's wager and credits arepreserved and to minimize potential disputes in the event of amalfunction on the EGM. In general, the EGM does not advance from afirst state to a second state until critical information that enablesthe first state to be reconstructed has been stored. This featureenables the EGM to recover operation to the current state of play in theevent of a malfunction, loss of power, etc. that occurred just beforethe malfunction. In at least one embodiment, the EGM is configured tostore such critical information using atomic transactions.

Generally, an atomic operation in computer science refers to a set ofoperations that can be combined so that they appear to the rest of thesystem to be a single operation with only two possible outcomes: successor failure. As related to data storage, an atomic transaction may becharacterized as series of database operations which either all occur,or all do not occur. A guarantee of atomicity prevents updates to thedatabase occurring only partially, which can result in data corruption.

To ensure the success of atomic transactions relating to criticalinformation to be stored in the EGM memory before a failure event (e.g.,malfunction, loss of power, etc.), memory that includes one or more ofthe following criteria be used: direct memory access capability; dataread/write capability which meets or exceeds minimum read/write accesscharacteristics (such as at least 5.08 Mbytes/sec (Read) and/or at least38.0 Mbytes/sec (Write)). Memory devices that meet or exceed the abovecriteria may be referred to as “fault-tolerant” memory devices.

Typically, battery-backed RAM devices may be configured to function asfault-tolerant devices according to the above criteria, whereas flashRAM and/or disk drive memory are typically not configurable to functionas fault-tolerant devices according to the above criteria. Accordingly,battery-backed RAM devices are typically used to preserve EGM criticaldata, although other types of non-volatile memory devices may beemployed. These memory devices are typically not used in typical generalpurpose computing devices.

Thus, in at least one embodiment, the EGM is configured to storecritical information in fault-tolerant memory (e.g., battery-backed RAMdevices) using atomic transactions. Further, in at least one embodiment,the fault-tolerant memory is able to successfully complete all desiredatomic transactions (e.g., relating to the storage of EGM criticalinformation) within a time period of 200 milliseconds or less. In atleast one embodiment, the time period of 200 milliseconds represents amaximum amount of time for which sufficient power may be available tothe various EGM components after a power outage event has occurred atthe EGM.

As described previously, the EGM may not advance from a first state to asecond state until critical information that enables the first state tobe reconstructed has been atomically stored. After the state of the EGMis restored during the play of a game of chance, game play may resumeand the game may be completed in a manner that is no different than ifthe malfunction had not occurred. Thus, for example, when a malfunctionoccurs during a game of chance, the EGM may be restored to a state inthe game of chance just before when the malfunction occurred. Therestored state may include metering information and graphicalinformation that was displayed on the EGM in the state before themalfunction. For example, when the malfunction occurs during the play ofa card game after the cards have been dealt, the EGM may be restoredwith the cards that were previously displayed as part of the card game.As another example, a bonus game may be triggered during the play of agame of chance in which a player is required to make a number ofselections on a video display screen. When a malfunction has occurredafter the player has made one or more selections, the EGM may berestored to a state that shows the graphical presentation just beforethe malfunction including an indication of selections that have alreadybeen made by the player. In general, the EGM may be restored to anystate in a plurality of states that occur in the game of chance thatoccurs while the game of chance is played or to states that occurbetween the play of a game of chance.

Game history information regarding previous games played such as anamount wagered, the outcome of the game, and the like may also be storedin a non-volatile memory device. The information stored in thenon-volatile memory may be detailed enough to reconstruct a portion ofthe graphical presentation that was previously presented on the EGM andthe state of the EGM (e.g., credits) at the time the game of chance wasplayed. The game history information may be utilized in the event of adispute. For example, a player may decide that in a previous game ofchance that they did not receive credit for an award that they believedthey won. The game history information may be used to reconstruct thestate of the EGM before, during, and/or after the disputed game todemonstrate whether the player was correct or not in her assertion.Examples of a state-based EGM, recovery from malfunctions, and gamehistory are described in U.S. Pat. No. 6,804,763, entitled “HighPerformance Battery Backed RAM Interface”; U.S. Pat. No. 6,863,608,entitled “Frame Capture of Actual Game Play”; U.S. Pat. No. 7,111,141,entitled “Dynamic NV-RAM”; and U.S. Pat. No. 7,384,339, entitled, “FrameCapture of Actual Game Play,” which are incorporated herein byreference.

Another feature of EGMs is that they often include unique interfaces,including serial interfaces, to connect to specific subsystems internaland external to the EGM. The serial devices may have electricalinterface requirements that differ from the “standard” EIA serialinterfaces provided by general purpose computing devices. Theseinterfaces may include, for example, Fiber Optic Serial, opticallycoupled serial interfaces, current loop style serial interfaces, etc. Inaddition, to conserve serial interfaces internally in the EGM, serialdevices may be connected in a shared, daisy-chain fashion in whichmultiple peripheral devices are connected to a single serial channel.

The serial interfaces may be used to transmit information usingcommunication protocols that are unique to the gaming industry. Forexample, IGT's Netplex is a proprietary communication protocol used forserial communication between EGMs. As another example, SAS is acommunication protocol used to transmit information, such as meteringinformation, from an EGM to a remote device. Often SAS is used inconjunction with a player tracking system.

Certain EGMs may alternatively be treated as peripheral devices to acasino communication controller and connected in a shared daisy chainfashion to a single serial interface. In both cases, the peripheraldevices are assigned device addresses. If so, the serial controllercircuitry must implement a method to generate or detect unique deviceaddresses. General purpose computing device serial ports are not able todo this.

Security monitoring circuits detect intrusion into an EGM by monitoringsecurity switches attached to access doors in the EGM cabinet. Accessviolations result in suspension of game play and can trigger additionalsecurity operations to preserve the current state of game play. Thesecircuits also function when power is off by use of a battery backup. Inpower-off operation, these circuits continue to monitor the access doorsof the EGM. When power is restored, the EGM can determine whether anysecurity violations occurred while power was off, e.g., via software forreading status registers. This can trigger event log entries and furtherdata authentication operations by the EGM software.

Trusted memory devices and/or trusted memory sources are included in anEGM to ensure the authenticity of the software that may be stored onless secure memory subsystems, such as mass storage devices. Trustedmemory devices and controlling circuitry are typically designed to notenable modification of the code and data stored in the memory devicewhile the memory device is installed in the EGM. The code and datastored in these devices may include authentication algorithms, randomnumber generators, authentication keys, operating system kernels, etc.The purpose of these trusted memory devices is to provide gamingregulatory authorities a root trusted authority within the computingenvironment of the EGM that can be tracked and verified as original.This may be accomplished via removal of the trusted memory device fromthe EGM computer and verification of the secure memory device contentsis a separate third party verification device. Once the trusted memorydevice is verified as authentic, and based on the approval of theverification algorithms included in the trusted device, the EGM isenabled to verify the authenticity of additional code and data that maybe located in the gaming computer assembly, such as code and data storedon hard disk drives. Examples of trusted memory devices are described inU.S. Pat. No. 6,685,567, entitled “Process Verification,” which isincorporated herein by reference.

In at least one embodiment, at least a portion of the trusted memorydevices/sources may correspond to memory that cannot easily be altered(e.g., “unalterable memory”) such as EPROMS, PROMS, Bios, Extended Bios,and/or other memory sources that are able to be configured, verified,and/or authenticated (e.g., for authenticity) in a secure and controlledmanner.

According to one embodiment, when a trusted information source is incommunication with a remote device via a network, the remote device mayemploy a verification scheme to verify the identity of the trustedinformation source. For example, the trusted information source and theremote device may exchange information using public and privateencryption keys to verify each other's identities. In anotherembodiment, the remote device and the trusted information source mayengage in methods using zero knowledge proofs to authenticate each oftheir respective identities.

EGMs storing trusted information may utilize apparatuses or methods todetect and prevent tampering. For instance, trusted information storedin a trusted memory device may be encrypted to prevent its misuse. Inaddition, the trusted memory device may be secured behind a locked door.Further, one or more sensors may be coupled to the memory device todetect tampering with the memory device and provide some record of thetampering. In yet another example, the memory device storing trustedinformation might be designed to detect tampering attempts and clear orerase itself when an attempt at tampering has been detected. Examples oftrusted memory devices/sources are described in U.S. Pat. No. 7,515,718,entitled “Secured Virtual Network in a Gaming Environment,” which isincorporated herein by reference.

Mass storage devices used in a general purpose computing devicestypically enable code and data to be read from and written to the massstorage device. In a gaming environment, modification of the gaming codestored on a mass storage device is strictly controlled and would only beenabled under specific maintenance type events with electronic andphysical enablers required. Though this level of security could beprovided by software, EGMs that include mass storage devices includehardware level mass storage data protection circuitry that operates atthe circuit level to monitor attempts to modify data on the mass storagedevice and will generate both software and hardware error triggersshould a data modification be attempted without the proper electronicand physical enablers being present. Examples of using a mass storagedevice are described in U.S. Pat. No. 6,149,522, entitled “Method ofAuthenticating Game Data Sets in an Electronic Casino Gaming System,”which is incorporated herein by reference.

1.10 Employee Mobile Devices

The plurality of employee mobile devices 122 a . . . 122 z may be anysuitable mobile devices configured to wirelessly communicate with theserver 118, such as (but not limited to) a mobile phone (such as a smartphone), a tablet computing device, a personal digital assistant, awearable computing device (such as a smartwatch), or a laptop computer.

FIG. 5 is a block diagram of one example embodiment of an employeemobile device 122 in the form of a smart phone that includes: (1) amobile phone processor 122 aa; (2) a mobile phone memory 122 bb; (3) adisplay device 122 cc; (4) a Wi-Fi network interface 122 dd; (5) a GPSreceiver 122 ee; (6) a power supply 122 ff; (7) a Bluetooth transceiver122 gg; (8) a cellular network interface 122 hh; (9) an accelerometer122 ii; (10) a magnetometer 122 jj; (11) a touch panel 122 ll; (12) acamera 122 mm; (13) a microphone 122 nn; and (14) a sound producingdevice such as a speaker 270.

The mobile phone processor 122 aa is configured to execute program codeor instructions stored on the mobile phone memory 122 bb to controloperation of the employee mobile phone 122. The mobile phone processor122 aa may be a general-purpose processor; a content-addressable memory;a digital-signal processor; an application-specific integrated circuit;a field-programmable gate array; any suitable programmable logic device,discrete gate, or transistor logic; discrete hardware components; or anycombination of these. The mobile phone processor 122 aa may be amicroprocessor, a controller, a microcontroller, or a state machine. Itmay also be implemented as a combination of computing devices, such as acombination of a digital signal processor and a microprocessor, aplurality of microprocessors, or one or more microprocessors inconjunction with a digital signal processor core.

The mobile phone memory 122 bb is configured to store, maintain, andprovide data as needed to support the functionality of the employeemobile phone 122. For instance, in various embodiments, the mobile phonememory 122 bb stores program code or instructions executable by themobile phone processor 122 aa to control the employee mobile phone 122.The mobile phone memory 122 bb may be any suitable data storage device,such as one or more of: (1) volatile memory (e.g., RAM, which caninclude non-volatile RAM, magnetic RAM, ferroelectric RAM, and any othersuitable forms); (2) non-volatile memory (e.g., disk memory, FLASHmemory, EPROMs, EEPROMs, memristor-based non-volatile solid-statememory, etc.); (3) unalterable memory (e.g., EPROMs); and (4) read-onlymemory.

The display device 122 cc is configured to display images and videoresponsive to signals received from the mobile phone processor 122 aa.In various embodiments, the display device includes, without limitation:a liquid—crystal display, a display based on light-emitting diodes(LEDs), a display based on a plurality of organic LEDs, a display basedon polymer LEDs, a display based on a plurality of surface-conductionelectron emitters, a display including a projected or reflected image, aplasma display, or any other suitable display mechanism.

The touch panel 122 ll enables a user to provide different inputs to theemployee mobile phone 122. The touch panel 122 ll is overlaid atop thedisplay device 122 cc and enables a user to provide various inputs tothe employee mobile phone 122 by performing any of a variety ofdifferent touch operations (e.g., touching and releasing the touchpanel, swiping the touch panel, and double tapping the touch panel) withher finger or a compatible stylus, depending on the embodiment. Thetouch panel 122 ll is configured to send the coordinate data of thedetected location of the input touch operation to the mobile phoneprocessor 122 aa, which is configured to control the employee mobilephone 122 to perform an operation responsive to the received touchinput. In this example embodiment, the touch panel 122 ll is acapacitive touch panel, though the employee mobile phone 122 may includeany suitable type of touch panel (such as a resistive touch panel).

The Wi-Fi network interface 122 dd is configured to connect the employeemobile phone 122 to a wireless network—such as the Internet or a localarea network—and to facilitate bidirectional communication between theemployee mobile phone 122 and other devices connected to that wirelessnetwork.

The GPS receiver 122 ee is configured to acquire geolocation data fromone or more remote sources (such as one or more GPS satellites) and tosend that geolocation data to the mobile phone processor 122 aa. Themobile phone processor 122 aa is configured to use the geolocation datato determine information relating to the absolute position of theemployee mobile phone 122 on the Earth or a relative position of theemployee mobile phone 122 on the Earth as compared to another absoluteposition on the Earth (such as the absolute position of a restaurant theuser wants to visit).

The power supply 122 ff includes a battery, such as a lithium-polymerbattery, a lithium-ion battery, a nickel-metal-hydride battery, anickel-cadmium battery, or any other suitable rechargeable ornon-rechargeable power supply sufficient to power the components of theemployee mobile phone 122.

The Bluetooth transceiver 122 gg is configured to wirelessly pair theemployee mobile phone 122 to another Bluetooth-enabled device and tofacilitate bidirectional communication between the employee mobile phone122 and the other Bluetooth-enabled device.

The cellular network interface 122 hh is configured to connect theemployee mobile phone 122 to a cellular network and to facilitatebidirectional communication between the employee mobile phone 122 andother devices connected to the cellular network.

The accelerometer 122 ii is configured to detect acceleration data ofthe employee mobile phone 122 on two or three axes and to transmit theacceleration data to the mobile phone processor 122 aa. The mobile phoneprocessor 122 aa is configured to use the acceleration data to determinethe motion and orientation of the employee mobile phone 122.

The magnetometer 122 jj is configured to measure the Earth's magneticfield, determine the direction of the Earth's magnetic North, andtransmit data representing the direction of the Earth's magnetic Northto the mobile phone processor 122 aa. The mobile phone processor 122 aais configured to use the GPS coordinates of the mobile phone and aglobal map of declination angle (the angle between the Earth's trueNorth and the Earth's magnetic North) to determine a required correctionangle. The mobile phone processor 122 aa is configured to apply therequired correction angle to the direction of the Earth's magnetic Northto obtain the direction of the Earth's true North. The magnetometer 122jj thus enables digital compass functionality on the employee mobilephone 122.

The camera 122 mm is any suitable camera configured to capture stillimages or video clips, which are stored in the mobile phone memory 122bb.

The microphone 122 nn and the speaker 270 are suitable devicesrespectively configured to receive and output sound, and may interfacewith suitable analog-to-digital and digital-to-analog converters.

2. Employee Mobile Device Application

An employee mobile device application that facilitates communicationbetween employees and the hardware and modules of the casino patronengagement system 100 is installed on each employee mobile device 122.Different functions of the employee mobile device application aredescribed below.

2.1 Interactive Casino Floor or Patron Engagement Map

The employee mobile device 122 is configured to (via the employee mobiledevice application) display an interactive casino floor or patronengagement map. The interactive casino floor map includes: (1) a layoutof the casino floor (and indicates, for instance, EGMs, table games,restaurants and bars, meeting rooms, walkways, cashiers, ticketredemption kiosks, and/or any other suitable information); (2) patronlocation indicators overlaid atop the casino floor layout that indicatethe locations of patrons' mobile devices; and (3) an employee locationindicator overlaid atop the casino floor layout that indicates thelocation of the employee's mobile device 122. The interactive casinofloor map enables the employee to use her mobile device to determinewhere patrons are located, view information (such as estimated emotionalstate data) about the patrons, view the status of active campaignsassociated with the patrons, accept tasks associated with activecampaigns, and input patron emotional state estimate data.

As described above, in various embodiments of the present disclosure,the casino patron engagement system 100 uses location data received fromthe patron mobile devices 200 to determine the location of the patronmobile devices 200 on the casino floor. As shown in FIG. 6A, theemployee mobile device 122 (via the employee mobile device application)displays patron location indicators 400 that indicate the location ofthe corresponding patron mobile devices 200 on the casino floor. Eachpatron location indicator 400 is selectable. As also shown in FIG. 6A,responsive to receiving a selection of one of the patron locationindicators, the employee mobile device 122 (via the employee mobiledevice application) displays a pop-up window that includes informationabout the corresponding patron. This information may include some or allof the information included in the patron's profile generated by thepatron profile module 108. In this example embodiment, pop-up window 430includes: (1) an image of the patron; (2) the patron's name; (3) an iconidentifying the patron's player tracking card level or type; (4) an iconidentifying the patron's estimated emotional state (determined using thepatron's estimated emotional state data); (5) the quantity of times anemployee has engaged the patron; and (6) a list of the patron's activepatron engagement and/or intervention campaigns, which may indicate thepatron's importance.

Each active campaign in the list 430 f is selectable. Responsive toreceiving a selection of one of the active campaigns in the list 430 f,the employee mobile device 122 (via the employee mobile deviceapplication) displays additional information about that active campaign,such as the associated tasks and their status, as shown in FIG. 6B.

As described above, the casino patron engagement system 100 useslocation data received from the employee mobile device 122 to determinethe location of the employee mobile device 122 on the casino floor. Asshown in FIG. 6A, the employee mobile device application causes theemployee mobile device 122 to display an employee location indicator 410that indicates the location of the employee mobile device on the casinofloor.

The patron location indicators themselves may be colored, be shaped,and/or move in different ways that convey information. For instance,patron locators colored with one color (e.g., green) indicate that nounassigned tasks are associated with that patron while patron locatorsassociated with another color (e.g., red) indicate that at least oneunassigned task is associated with that patron. This enables theemployee to quickly determine in real time which patrons need service orengagement. In another example, square patron locators indicate that theemployee is assigned a task for those patrons, while triangle patronlocators indicate that the employee is not assigned a task for thosepatrons. This enables the employee to quickly determine which patronsthe employee is tasked with engaging.

In certain embodiments, the casino floor map displays differentindicators in association with (or instead of) the patron locationindicators to indicate campaign type, patron importance, task priority,and any other suitable information associated with the patron. Forinstance, in one example embodiment, the gaming system displays severalconcentric circles including: an innermost circle that indicates thetype of active campaign for the patron (with the highest prioritycampaign shown if there are multiple active campaigns); an outermostcircle that indicates the highest priority task in the active campaign;and a middle circle indicating the patron's importance. This enables anemployee to quickly scan the casino floor map to search forhigh-priority tasks and high-priority patrons to engage.

In certain embodiments, the casino patron engagement system enablescertain users—such as administrators or those provided access—to modifythe casino floor map, which the casino patron engagement system pushesto the employee mobile devices. This enables users to revise the casinofloor map on-the-fly to reflect changes to the casino floor, and ensuresemployees always have an up-to-date version of the casino floor map thatreflects the actual casino floor at any given point in time.

In these embodiments, the casino patron engagement system stores orotherwise has read/write access to the casino floor map. The casinopatron engagement system enables certain users to modify the casinofloor map using the employee mobile device application. For instance, anemployee may use the employee mobile device application to: (1) add anEGM indicator to the casino floor map; (2) move an EGM indicator on thecasino floor map to another location on the casino floor map; (3) add atable indicator to the casino floor map; (4) move a table indicator onthe casino floor map to another location on the casino floor map; (5)add or revise details associated with indicators on the casino floor map(e.g., change an EGM's name, location, available games, denomination, ormodel); (6) link an EGM or table indicator on the casino floor map to anactual EGM or table by entering a code, scanning a barcode or QR code,or in any other suitable manner; (7) add rooms; (8) add areas; (9) addwatch zones; and/or (10) add entrance and exit doors.

2.2 Assignment of Tasks to Employees

As explained above, when a campaign initialization event occurs for apatron, the campaign management module initializes a campaign—whichincludes one or more tasks to be performed by an employee—for thatpatron. The campaign management module assigns an employee or employeesthe one or more tasks (as described above). The employee mobile deviceapplication enables dynamic communication of these tasks to the assignedemployee(s). Specifically, when the campaign management module assignsan employee a task, the campaign management module sends a task requestto the mobile device 122 of the employee. As shown in FIG. 7, the mobiledevice 122 of the employee displays the task associated with the taskrequest and enables the employee to accept (via virtual button 502) ordecline (via virtual button 504) the task. The mobile device 122 maydisplay any suitable information associated with the task, such asinformation about the associated patron and a description of the task.

In instances in which a task isn't yet assigned, the employee mobiledevice application enables an employee to actively seek out and assignherself that particular task. For instance, the employee may notice thata particular patron indicator is colored in a way that indicates a taskassociated with that patron has not yet been assigned. The employee mayselect that patron indicator and then select the campaign in the listthat has an unassigned task. This causes the mobile device to displaythe screen shown in FIG. 8, which enables the employee to accept (viavirtual button 602) or decline (via virtual button 604) that particulartask.

The employee mobile device application enables the user to indicate whenan assigned task is complete or decline to perform the assigned task.FIG. 9 shows the mobile device 122 displaying a task complete virtualbutton 602 and a cancel button 604. The employee presses the taskcomplete virtual button 602 after completing the task, which causes theemployee mobile device 122 to send a task completion indication to theappropriate campaign management module. The employee presses the cancelbutton 604 if the employee cannot or no longer desires to complete thetask, which causes the employee mobile device 122 to send a taskcancellation request to the appropriate campaign management module(which then reassigns the task to another employee).

In certain embodiments, the employee mobile device application useslocation data to alert the employee when the employee is near a patronhaving an active campaign with at least one unassigned task. Forinstance, when the mobile device comes within 10 feet (or any othersuitable distance) of a patron having an active campaign with at leastone unassigned task, the employee mobile device application causes themobile device to output a suitable indication—such as display a pop-upwindow, vibrate, output a sound, and the like—to alert the employee ofthe nearby available task.

2.3 Patron Emotional State Estimate Data

The employee mobile device application enables an employee to inputemotional state estimate data for patrons that reflect the employee'sestimation of the patrons' emotional states (or moods). As describedabove, the patron profile module 108 takes patrons' emotional stateestimate data into account when determining the patrons' estimatedemotional state data.

FIGS. 10A, 10B, and 10C illustrate screenshots of the employee mobiledevice 122 during the emotional state estimate data input process. Toinput emotional state estimate data for a patron, the employee firstselects the corresponding patron indicator displayed on the casino floormap (here, patron indicator 800), as shown in FIG. 10A. In this exampleembodiment, as shown in FIG. 10B, the employee mobile device applicationinvites the employee to select one of five different icons associatedwith patron estimated emotional state: 810 (very unhappy), 811(unhappy), 812 (indifferent), 813 (happy), and 814 (very happy). Asshown in FIG. 10C, here, the employee mobile device 200 receives aselection of the icon 802 d. The employee mobile device 122 sends thisemotional state estimate data for the patron to the server 108, whichroutes the emotional state estimate data to other hardware and modulesof the casino patron engagement system 100 as described above. This ismerely one example manner of enabling input of emotional state estimatedata, and any suitable manner may be employed (e.g., using a slider baror entering a numerical value).

In certain embodiments, the employee mobile device application useslocation data to alert the employee when the employee is near a patronfor which the employee can input emotional state estimate data. Forinstance, when the mobile device comes within 10 feet (or any othersuitable distance) of a patron for which the employee has not inputemotional state estimate data within the last 30 minutes (or anysuitable time period), the employee mobile device application causes themobile device to output a suitable indication (such as those describedabove) to alert the employee to input emotional state estimate data forthe patron.

2.4 Employee Achievement Measures

The employee mobile device application enables an employee to access andview various employee achievement measures. FIGS. 11A and 11B showscreenshots of the mobile device 122 indicating various employeeachievement measures, as indicated below. The employee achievementmeasures may include (but are not limited to): (1) the total quantity ofrevenue the casino has made attributable to patrons for which theemployee has completed a task or service (labeled element 902 in FIG.11A); (2) the quantity of unique patrons for which the employee hascompleted a task or service (labeled element 910 in FIG. 11A); (3) thetotal quantity of tasks or services the employee has completed (labeledelement 906 in FIG. 11A); (4) the employee's patron-provided positivefeedback score (labeled element 904 in FIG. 11A); (5) the particulartasks or services the employee has completed; (6) the theoretical (oractual spend) of the patrons for which the employee has completed a taskor service in a particular time period (labeled element 912 in FIG.11A); (7) the quantity of patrons for which the employee has inputemotional state estimate data (labeled element 908 in FIG. 11A); (8) theemployee's task and service completion goals for a particular timeperiod; (9) the employee's personal bests of the above for a particulartime period (labeled element 914 in FIG. 11A); (10) a leader boardranking employees by any of the above metrics (FIG. 11B); (11) avalue-served score that represents the relationship to the businessvalue of the employee's service delivery; and/or (12) a value-servedclass (e.g., Platinum, Diamond, Gold, Silver) of the employee determinedper the employee's value-served score.

2.5 Employee Monitoring and Management

In various embodiments, the employee mobile device application enablescertain users—such as administrators or supervisors—to view variousemployee utilization reports that provide information about employees'performance with respect to the casino patron engagement system.Employee utilization is the percentage of the employee's working hoursspent on meaningful service tasks (e.g., an employee who spends 5 or 8hours of her shift participating in campaigns and engaging customers is60% utilized). FIG. 12A shows a screenshot of an example utilizationreport for four employees, while FIG. 12B shows a screenshot of employeeutilization over time. In other embodiments, this functionality isavailable via a website or natively-stored software rather than anapplication stored on a mobile device.

3. Patron Feedback

In various embodiments, the casino patron engagement system 100 solicitspatron feedback via one or more surveys that ask the patron to ratetheir experience at the casino or their experiences with casinoemployees. In one embodiment, the patron's EGM displays a surveyresponsive to termination of a gaming session (e.g., responsive to thepatron's credit balance reaching 0 credits or responsive to an actuationof the cashout button on the patron's EGM).

In an example embodiment, the patron's EGM displays a survey (e.g., in aservice window or pop-up window) responsive to the casino patronengagement system 100 receiving an indication from an employee mobiledevice that an employee completed a task for the patron.

In further example embodiments, the patron's EGM enables the player tocomplete a survey on-demand (e.g., via a service window).

In other example embodiments, the survey functionality is provided on anapplication installed on the patron's mobile device rather than (or inaddition to) on the patron's EGM. The EGM (or mobile device) sends theresults of the survey to the data analysis engine 104.

4. Example Implementation Embodiments

In various embodiments, the casino patron engagement system of thepresent disclosure does not include all of, and only includes certainof, the components of the example casino patron engagement system 100described above. Specifically, in various embodiments, the casino patronengagement system only includes certain of the: (1) casino managementsystem 102; (2) data analysis module 104; (3) message broker 106; (4)patron profile module 108; (5) patron engagement campaign managementmodule 110; (6) request management module 112; (7) location module 114;(8) patron intervention campaign management module 116; and the (9)server 118, as described above.

For example, in certain embodiments, the casino patron engagement systemof the present disclosure includes a server configured to communicatewith a plurality of employee mobile devices.

In certain such embodiments, (a) the server is configured to securelycommunicate with a casino employee mobile device; (b) a casino patronmobile device of a casino patron is loaded with a casino mobile patronprofile application and configured to output a patron mobile profilebeacon; and (c) the casino employee mobile device is loaded with anemployee application and configured to search for the casino patronmobile profile beacon that is outputted by the casino patron mobiledevice and to obtain casino patron profile ID data from the located thecasino patron mobile device and/or outputted patron mobile profilebeacon. The server is further configured to receive from the casinoemployee mobile device the profile ID data that is obtained by thecasino employee mobile device from or after detecting the patron mobileprofile beacon outputted by the casino patron mobile device. The serveris further configured to, responsive to receipt of the profile ID datafrom the employee mobile device, send to the employee mobile devicepatron profile data associated with profile ID data, wherein the patronprofile data enables the employee application to cause a display deviceof the employee mobile device to display patron profile information inassociation with proximity information received from mobile profilebeacon to enable the employee to have appropriate information forinteraction with the casino patron.

In certain embodiments, the server is configured to securely communicatewith a casino employee mobile device, wherein the casino employee mobiledevice is loaded with the employee application and configured to searchfor multiple casino patron mobile profile beacons that are outputted bya plurality of casino patron mobile devices of a plurality of casinopatrons. The employee mobile device loaded with the employee applicationis also configured to obtain casino patron profile ID data from each ofthe located the casino patron mobile devices and/or outputted patronmobile profile beacons. The server is further configured to receive fromthe casino employee mobile device profile ID data that is obtained bythe casino employee mobile device after detecting the patron mobileprofile beacons outputted by the casino patron mobile devices. Theserver is further configured to send to the employee mobile devicepatron profile data associated with profile ID data, wherein the patronprofile data enables the employee application to cause a display deviceof the employee mobile device to display patron profile information forthe plurality of casino patrons in association with related proximityinformation received from mobile profile beacons to enable the employeeto have appropriate information for interaction with multiple casinopatrons. The data enables the mobile device to display the casinopatrons in an ordered list. The data thus better enables interactionwith the casino patrons. The data may also enable the employee device todisplay one or more visual cues applied to patron identifications thatare configured to assist the casino employee in recognizing andunderstanding the relative value of interacting with the casino patronsin the ordered list.

One such example implementation embodiment of the present disclosure isnow described in more detail. In this example embodiment, the casinopatron's mobile device is loaded with a casino-branded “Mobile PatronProfile” application that enables an LE Blue Tooth beacon (which isnative functionality to various cell phones) and referred to herein as aMobile Profile Beacon. In this example embodiment, the casino employeemobile device is loaded with an Employee application that is configuredto search for casino patron Mobile Profile Beacons. In response to theemployee making an input to the to the casino employee mobile devicethat causes the Employee application to search for patron Mobile ProfileBeacons, and thereafter upon detecting one or more casino patron MobileProfile Beacons, the Employee application receives a Profile ID from thebeacon source for each Mobile Profile Beacon detected. Using thereceived Profile ID for each Mobile Profile Beacon detected, theEmployee application requests a Patron Profile for the patron associatedwith that Profile ID from a server. Responsive to such request, for eachMobile Profile Beacon detected, the server sends the Patron Profile dataassociated with that Profile ID to the Employee application. TheEmployee application renders or causes the display device of theemployee mobile device to display a list of all Patron Profilesreceived, ordered by proximity information received from Mobile ProfileBeacons. Each displayed Patron Profile includes relevant informationsuch as but not limited to the Patron Name, Patron Picture, and PatronTier/VIP status. The display can include one or more visual cues appliedto each row such as color and icons like “diamond rating” based onpatron profile properties that help the employee recognize andunderstand the relative value of interacting with the identified casinopatrons identified in each row of the ordered list.

In one further example of an enhanced or VIP implementation, the MobilePatron Profile application can be configured to auto launch in responseto detecting a signal from a casino employee mobile device loaded withthe Employee application (and thus configured to search for casinopatron Mobile Profile Beacons). After launching, the Mobile PatronProfile application will broadcast a VIP ID advertisement beacon. Inthis example enhanced VIP implementation, the casino employee mobiledevice loaded with the Employee application will scan for unique VIPPatron Profile Beacons. In response to detecting a VIP Mobile ProfileBeacon, the Employee application will obtain or fetch the VIP's PatronProfile from the server and then cause the display device of the mobiledevice to display each of the VIP's Patron Profiles in order ofproximity to the casino employee mobile device. More specifically, theemployee mobile device loaded with the Employee application willsecurely communicate (such as via a wifi connection) to the server toobtain the VIP patron profile information. The display will include oneor more visual cues applied to each row such as color and icons like“diamond rating” based on VIP patron profile properties that help thecasino employee recognize and understand the relative value ofinteracting with the identified VIP casino patrons identified in eachrow of the ordered list.

In various embodiments as mentioned above, the casino patron engagementsystem of the present disclosure is further configured to track dataregarding each casino employee's use of the system and specifically useof the system for interactions or facilitating interactions with casinopatrons. Such tracked data can be used for multiple different analysisand various different purposes (including but not limited to feesrelating to the use of the system).

In various embodiments as mentioned above, the casino patron engagementsystem of the present disclosure enables each casino employee to specifythe type of service rendered for each casino patron during the casinopatron engagement in the casino.

In various embodiments as mentioned above, the casino patron engagementsystem of the present disclosure enables the casino employee to add toeach patron profile such as with specific patron related notes and/orinformation.

In various embodiments, the casino patron engagement system of thepresent disclosure is configured to provide casino or venue basedinformation or ratings in or related to the patron profile, where suchinformation or rating indicates a value of casino patron spend in one ormore visits by the casino patron to the casino.

Various changes and modifications to the present embodiments describedherein will be apparent to those skilled in the art. Such changes andmodifications can be made without departing from the spirit and scope ofthe present subject matter and without diminishing its intendedadvantages. It is therefore intended that such changes and modificationsbe covered by the appended claims.

The invention is claimed as follows:
 1. A casino patron engagementsystem comprising: a server configured to securely communicate with acasino employee mobile device, wherein the casino employee mobile deviceis loaded with an employee application and configured to search for acasino patron mobile profile beacon that is outputted by a casino patronmobile device of a casino patron, wherein the casino patron mobiledevice is loaded with a casino mobile patron profile application andconfigured to automatically output the patron mobile profile beaconincluding broadcast packets receivable and identifiable by the casinoemployee mobile device; the server further configured to receive fromthe casino employee mobile device profile ID data that is obtained bythe casino employee mobile device as a result of detecting the patronmobile profile beacon outputted by the casino patron mobile device; andthe server further configured to, responsive to receipt of the profileID data from the employee mobile device, send to the employee mobiledevice patron profile data associated with the profile ID data, whereinthe patron profile data enables the employee application to cause adisplay device of the employee mobile device to display patron profileinformation in association with proximity information received frommobile profile beacon to enable the employee to have information forinteraction with the casino patron, wherein the patron profileinformation comprises: a floor map; an employee location indicatordisplayed on the floor map and representing a current location of thecasino employee mobile device; and a patron location indicator displayedon the floor map and representing a current location of the casinopatron mobile device, the patron location indicator identifying apriority level of the casino patron relative to other casino patrons anda priority level of each of a plurality of patron engagement campaignsassociated with the casino patron, the patron location indicator beinguser-selectable to display the information for completing the pluralityof patron engagement campaigns associated with the casino patron.
 2. Thecasino patron engagement system of claim 1, wherein the information forcompleting the plurality of patron engagement campaigns associated withthe casino patron include patron name, patron picture, and patronstatus.
 3. The casino patron engagement system of claim 1, wherein theserver is further configured to track data regarding a casino employeeinteraction with the casino patron.
 4. The casino patron engagementsystem of claim 1, wherein the server is further configured to receivedata regarding a casino employee service rendered for the casino patron.5. The casino patron engagement system of claim 1, wherein the server isfurther configured to receive data generated from a casino employeeinput of data for adding to the patron profile.
 6. A casino patronengagement system comprising: a server configured to securelycommunicate with a casino employee mobile device, wherein the casinoemployee mobile device is loaded with an employee application andconfigured to search for casino patron mobile profile beacons that areoutputted by a plurality of casino patron mobile devices of a pluralityof casino patrons, wherein the casino patron mobile devices are eachloaded with a casino mobile patron profile application and configured toautomatically output a patron mobile profile beacon associated with thatcasino patron mobile device including broadcast packets receivable andidentifiable by the casino employee mobile device; the server furtherconfigured to receive from the casino employee mobile device profile IDdata that is obtained by the casino employee mobile device as a resultof detecting the patron mobile profile beacons outputted by the casinopatron mobile devices; and the server further configured to, responsiveto receipt of the profile ID data from the employee mobile device, sendto the employee mobile device patron profile data associated with theprofile ID data, wherein the patron profile data enables the employeeapplication to cause a display device of the employee mobile device todisplay patron profile information for the plurality of casino patronsin association with related proximity information received from mobileprofile beacons to enable the employee to have information forinteraction with the plurality of casino patrons, wherein the patronprofile information comprises: a floor map; an employee locationindicator displayed on the floor map and representing a current locationof the casino employee mobile device; and patron location indicatorsdisplayed on the floor map and representing current locations of thecasino patron mobile devices, the patron location indicators identifyinga priority level corresponding to each of the plurality of casinopatrons relative to other casino patrons of the plurality of casinopatrons and a priority level of each of a plurality of patron engagementcampaigns associated with each of the plurality of casino patrons, thepatron location indicators being user-selectable to display theinformation for completing the plurality of patron engagement campaignsassociated with each of the plurality of casino patrons.
 7. The casinopatron engagement system of claim 6, wherein the information forcompleting the plurality of patron engagement campaigns associated witheach of the plurality of casino patrons includes patron names, patronpictures, and patron statuses.
 8. The casino patron engagement system ofclaim 6, wherein the patron profile information includes the pluralityof casino patrons in an ordered list.
 9. The casino patron engagementsystem of claim 8, wherein the information for completing the pluralityof patron engagement campaigns associated with each of the plurality ofcasino patrons includes one or more visual cues applied to the orderedlist to assist the casino employee in recognizing and understanding therelative value of interacting with the plurality of casino patrons inthe ordered list.
 10. A casino patron engagement system comprising: anon-transitory computer readable medium storing programs executable by aprocessor communicatively coupled to a plurality of casino employeemobile devices via a network interface, the programs comprising: apatron engagement campaign management program configured to: responsiveto an occurrence of a patron engagement campaign initialization eventfor a first casino patron: initialize a patron engagement campaign forthe first casino patron and assign a first one of a plurality of casinoemployee mobile devices an engagement task of the patron engagementcampaign based at least in part on a location of the first casinoemployee mobile device; and enable the first casino employee mobiledevice to display a floor map comprising an employee location indicatorrepresenting a current location of the first casino employee mobiledevice and a patron location indicator representing a current locationof a first casino patron mobile device of the first casino patron, thepatron location indicator being user-selectable to display informationfor interaction with the first casino patron; a patron interventioncampaign management program configured to, responsive to an occurrenceof a patron intervention campaign initialization event for a secondcasino patron based on an estimated emotional state of the second casinopatron, initialize a patron intervention campaign for the second casinopatron and assign a second one of the plurality of casino employeemobile devices an intervention task of the patron intervention campaign;and assign a higher priority to the patron intervention campaign for thesecond casino patron than the patron engagement campaign for the firstcasino patron, wherein the higher priority is graphically indicated onthe floor map via the patron location indicator for the first casinopatron and a patron location indicator for the second casino patron. 11.The casino patron engagement system of claim 10, which includes alocation program configured to determine the location of each of theplurality of casino employee mobile devices based on location datareceived from the plurality of casino employee mobile devices.
 12. Thecasino patron engagement system of claim 11, wherein the locationprogram is configured to determine the location of the first casinopatron and the patron engagement campaign management program isconfigured to assign the first casino employee mobile device theengagement task based at least in part on a location of the first casinoemployee mobile device relative to the location of the first casinopatron.
 13. The casino patron engagement system of claim 10, wherein thepatron intervention campaign management program is configured to assignthe second casino employee mobile device the intervention task based atleast in part on a location of the second casino employee mobile device.14. The casino patron engagement system of claim 13, which includes alocation program configured to determine the location of each of theplurality of casino employee mobile devices based on location datareceived from the plurality of casino employee mobile devices.
 15. Thecasino patron engagement system of claim 14, wherein the locationprogram is configured to determine the location of the second casinopatron and the patron intervention campaign management program isconfigured to assign the second casino employee mobile device theintervention task based at least in part on a location of the secondcasino employee mobile device relative to the location of the secondcasino patron.
 16. The casino patron engagement system of claim 10,which includes a patron profile program configured to maintain a profilefor each of a plurality of casino patrons, one or more of the patronprofiles including an estimated emotional state of the correspondingcasino patron.
 17. The casino patron engagement system of claim 10,wherein the patron profile program is configured to determine theestimated emotional state of a casino patron based at least in part onemotional state estimate data for the casino patron received from one ormore of the plurality of casino employee mobile devices.
 18. The casinopatron engagement system of claim 10, which includes a patron requestprogram configured to, responsive to receipt of a patron request, assigna third one of the plurality of the casino employee mobile devices tocomplete the patron request.
 19. The casino patron engagement system ofclaim 17, wherein the patron intervention campaign initialization eventoccurs for the second casino patron when the estimated emotional stateof the second casino patron falls below a threshold.
 20. The casinopatron engagement system of claim 1, wherein the information forinteraction with the casino patron include a first icon identifying thecasino patron's player tracking card level or type, a second iconidentifying the casino patron's estimated emotional state, a quantity oftimes a casino employee has engaged the casino patron, and a list of thecasino patron's active patron engagement and intervention campaigns.